Manager, Global End User Services (Hybrid)

Manager, Global End User Services

Are you looking for an exciting new career opportunity? CellCarta, a renowned Contract Research Organization, is actively seeking a highly skilled and motivated Manager, Global End User Services to join our dynamic team. As a Manager, Global End User Services, you will have the opportunity to use your expertise and skills to ensure that our services meet the highest industry standards. Come work with a team of talented individuals who are committed to making a positive impact on human health and well-being. Apply today!

Summary

The Manager, Global End User Services is a member of the IT leadership team at CellCarta, playing a key role in ensuring IT services are provided at a consistently high level. As a team manager, this role ensures that the team is focusing on responding to Service Desk requests, provisioning end user devices and access, and monitoring service levels across the organization. The end-user services team supports the entire CellCarta organization, and as such the team manager must be capable of working across all locations to provide oversight and support.

Responsibilities

• Lead a team of 8-10 employees, plus additional contractors, to deliver technology and end user services across CellCarta;
• Enable the best in people through support in their day-to-day tasks and their long-term career aspirations;
• Ensure that Service Desk and IT Operations are conducted according to best practices and documented procedures, as required to demonstrate compliance in CellCarta’s regulated environment;
• Act as an escalation point for service issues which require urgent attention based upon CellCarta business priorities, such as outages, security incidents, and priority requests from leadership;
• Participate in IT infrastructure and applications projects, assisting with the successful rollout of key CellCarta business and IT initiatives;
• Provide input into annual financial planning processes, advising on necessary expenditures to maintain IT services;
• Coordinate with and oversee external vendors to provide services including staffing and support;
• Own and operate the Service Desk platform and related IT tools utilized by the IT Operations team to perform their work.

Education

• B.S. or higher degree in a technology or science field preferred; substantial professional experience may be accepted in lieu of degree;
• Additional IT certifications preferred (e.g. PMP, ITIL, CISSP, CompTIA, etc).

Main Requirements

• At least 10 years in a professional IT environment, with at least 5 years of experience managing teams;
• At least 3 years of experience managing service desk operations in a professional environment;
• Proven experience and proficiency with end user PC deployment and administrative practices;
• Experience in leading remote/distributed teams across a variety of timezones;
• Experience in supporting both on-premise and cloud services;
• Experience with specific technologies including Xurrent, Sharepoint, JIRA, Crowdstrike, and NinjaOne preferred;
• Good communication skills, both verbal and written. English language proficiency required, additional languages – especially French and/or Flemish Dutch a plus;
• Well organized, team player capable of working with a minimum of supervision;
• Knowledge of clinical trial regulations (GCP, EMA, etc) preferred.

Working Conditions

• Must be willing to occasionally work “off hours” due to service issues as well as the need to communicate with offshore team members;
• Hybrid working model is preferred, with onsite presence at CellCarta Montreal.

Benefits

We offer a wide range of benefits including:

• Competitive Wages;
• Vacation and Personal Days;
• Comprehensive Group Insurance Plans;
• RRSP Contribution with Employer Matching;
• Employee Annual Incentive Plan (EAIP);
• Dialogue Telemedicine Service and Employee Assistance Program (EAP);
• OPUS & Cie Contribution;
• Parking Reimbursement;
• Referral Program;
• Career Advancement Opportunities.

About CellCarta

CellCarta is a leading provider of specialized precision medicine laboratory services to the biopharmaceutical industry. Leveraging its integrated analytical platforms in immunology, histopathology, proteomics, and genomics, as well as related specimen collection and logistics services, CellCarta supports the entire drug development cycle, from discovery to late-stage clinical trials. The Company operates globally with facilities located in Canada, USA, Belgium, Australia, and China.

Joining CellCarta means working with dedicated professionals who are focused on achieving our mission of impacting the future of patient therapy. We make a difference in the lives of patients around the world!

Join us as we make an impact on patient therapy!