Information Systems Mgr - Deskside Support Services

Join Amgen's mission to serve patients with serious illnesses by managing deskside support services in a regional capacity. Collaborate with global teams to drive innovation and service excellence.

Requirements

• Act as the Regional Service Delivery Lead for Deskside Support Services
• Manage the MSP to ensure effective delivery, performance, and continuous improvement of deskside services
• Partner with global DSS service owners and regional IS leads to align regional service models with global strategy
• Monitor and govern SLAs, KPIs, and operational metrics, ensuring service excellence and proactive remediation of issues
• Supervise hardware asset management and device lifecycle processes, including procurement, deployment, and retirement
• Leverage platforms like ServiceNow to maintain accurate inventory, asset tracking, and compliance reporting
• Drive year-over-year cost optimization, innovation, and continuous service improvement through benchmarking and collaboration
• Create and maintain documentation including Visio diagrams, process flows, technical guidelines, and operational runbooks
• Participate in and support global governance and regional leadership forums to influence strategic decisions and share standard processes
• Act as the primary regional critical issue point and advisor for deskside support enhancements, issue resolution, and service evolution
• Collaborate with global teams to evaluate and pilot emerging technologies that enhance end user services

Benefits

• Competitive and comprehensive Total Rewards Plans
• Collaborative culture
• Professional and personal growth and well-being