Information Systems Mgr - Service Desk

Join Amgen's Mission of Serving Patients. Lead and manage the operations of Amgen's Global Service Desk (Level 0 – Level 2).

Requirements

• Lead and manage the operations of Amgen's Global Service Desk (Level 0 – Level 2)
• Serve as the primary interface between Amgen IS and service desk vendors
• Own and drive delivery of key initiatives such as 'shift-left', self-service enablement, automation of support via ServiceNow, and AI virtual agents
• Oversee enhancements to ServiceNow platform capabilities related to service desk modules including incident, problem, request, knowledge, and analytics
• Act as ServiceNow service owner for relevant support workflows and ensure alignment to broader ITSM strategy
• Ensure accurate documentation, communication, and training materials are created to support change readiness and service enhancements
• Analyze service desk metrics and performance indicators, report regularly on KPIs, identify improvement opportunities, and lead resolution of gaps
• Partner with Application Support, Platform, Asset/Configuration, and VMO teams to maintain seamless end-to-end support and compliance with IS policies and financial accountability
• Promote and facilitate strong stakeholder relationships across IS service owners, regional support teams, and business stakeholders to ensure service excellence
• Maintain governance processes for support organizational change, including performance reviews, budget tracking, capacity management, and roadmap alignment
• Continuously enhance documentation, process controls, and knowledge base assets to support consistency and maintainability of the service desk operation

Benefits

• Competitive benefits
• Comprehensive Total Rewards Plans
• Equal Opportunity employer
• Reasonable accommodation for individuals with disabilities