End User Technology Support Lead (Director Level) in Markham, Ontario

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .

This position is based in Markham, Ontario and is a hybrid role between office and remote work.

Purpose and Scope:

Astellas is seeking a Head of End User Technology Support leadership role, responsible for overseeing and managing all aspects of end-user support, including the Help Desk and Field Services teams across the globe. This role ensures the delivery of high-quality technology support services to all users, driving efficiency, responsiveness, and customer satisfaction. The ideal candidate will have extensive experience in managing technology support functions, with a strong emphasis on service management, team leadership, and strategic planning.

Essential Job Responsibilities:

Leadership and Strategy:

• Lead and manage the End User Technology Support teams, including the Help Desk and Field Services.

• Develop and implement strategies to improve support operations, reduce resolution times, and enhance the overall user experience.

• Collaborate with senior IT leadership to align support services with the organization’s technology roadmap and business goals.

• Drive continuous improvement initiatives to optimize processes and tools used in end-user support.

Operational Management:

• Oversee the daily operations of the Help Desk and Field Services teams, ensuring timely and effective resolution of user issues.

• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure high-quality service delivery.

• Develop and maintain incident management, problem management, and escalation procedures.

• Manage the allocation of resources and staffing to meet service demands, including scheduling and on-call rotations.

Team Development:

• Recruit, mentor, and develop team members, fostering a culture of continuous learning and professional growth.

• Conduct performance evaluations, provide feedback, and create development plans to enhance team capabilities.

• Promote a customer-centric approach within the team, emphasizing empathy, communication, and problem-solving.

Technology and Tools:

• Evaluate, select, and implement tools and technologies to improve support efficiency and effectiveness.

• Oversee the management and maintenance of support-related systems, including ticketing systems, knowledge bases, and remote support tools.

• Stay informed about emerging technologies and best practices in end-user support, and make recommendations for adoption.

Stakeholder Engagement:

• Act as the primary point of contact for end-user support issues, building strong relationships with business leaders and stakeholders.

• Regularly communicate with stakeholders to provide updates on support operations, trends, and initiatives.

• Gather feedback from users and stakeholders to identify areas for improvement and drive user satisfaction.

Budget and Resource Management:

• Manage the budget for End User Technology Support, including staffing, tools, and training.

• Optimize the use of resources to balance cost-effectiveness with high-quality support services.

Qualifications:

Required

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is a plus.

• 7+ years of experience in IT support, with at least 3-5 years in a leadership role managing Help Desk and/or Field Services teams.

• Proven experience in developing and implementing support strategies, processes, and technologies.

• Strong knowledge of IT service management (ITSM) frameworks such as ITIL.

• Excellent leadership, communication, and interpersonal skills.

• Ability to analyze data, identify trends, and make data-driven decisions.

• Experience with support tools and technologies, including ticketing systems, remote support tools, and knowledge management systems.

• Ability to work effectively under pressure and manage multiple priorities.

• Experience in a fast-paced, high-growth environment.

• Strong project management skills, with the ability to manage complex initiatives from inception to completion.

Benefits:

• Medical, Dental and Vision Insurance

• Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks

• 401(k) match and annual company contribution

• Company paid life insurance

• Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions

• Long Term Incentive Plan for eligible positions

• Referral bonus program

Category TechX

Astellas is committed to equality of opportunity in all aspects of employment.

EOE including Disability/Protected Veterans