Associate Director IT - Global ServiceDesk Operations
Associate Director IT - Global ServiceDesk Operations
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 167200 - 250800
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
What if the work you did every day could impact the lives of people you know Or all of humanityAt Illumina we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable lifechanging discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.Working at Illumina means being part of something bigger than yourself. Every person in every role has the opportunity to make a difference. Surrounded by extraordinary people inspiring leaders and world changing projects you will do more and become more than you ever thought possible.
At Illumina we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation Illumina has always been rooted in openness collaboration and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zeronet gap in pay regardless of gender ethnicity or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences increase cultural awareness and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy military or veteran status citizenship status and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local state and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local state and federal laws. If you require accommodation to complete the application or interview process please contact To learn more visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.
Position Summary
The Associate Director for End User ServiceDesk Operations is a global functional leader reporting to the Director IT End User Services. The Associate Director based in San Diego oversees End User Services including ServiceDesk Operations Endpoint Management IT Service Management and ServiceNow Platform teams.
Responsibilities
- Oversee Global ServiceDesk Operations: Lead a global team of employees and contractors along with a tier 1 managed service to provide 24x7 support to over 10000 users. Ensure highquality onsite and virtual support including first and second line troubleshooting resolution and request fulfillment.
- Direct Regional Management: Directly manage the AMR region staff while overseeing senior managers in EMEA and APJ regions with dotted line relationships to India and China.
- Strategic Planning and : Facilitate the design implementation management and communication of strategic goals on a global scale.
- Continuous Improvement and Innovation: Drive continuous process improvement and user satisfaction by increasing value through stable reliable performance innovation and the application of emerging technologies.
- ITIL Framework Implementation: Ensure adherence to the ITIL framework across all ServiceDesk operations to maintain high standards of service delivery.
- Collaboration and Partnership: Collaborate with functional groups and development teams across various regions to meet service goals and business requirements. Act as a key escalation point for ongoing incidents and drive continual service improvement to support the business.
- Team Building and Leadership: Define build and support the hiring plan and team structure for a global End User multitiered support function. Lead mentor and be a role model for the global team and staff.
- Performance Measurement: Report against service levels by measuring how successful the team performs against key performance metrics globally.
- Managed Service Partner Management: Collaborate with managed service partners for tier 1 and remote office support to ensure seamless service delivery.
- Compliance and Fiscal Management: Manage key global operations for Cellular Asset and Printer services in compliance with good fiscal and compliance policies ensuring contracts are appropriately negotiated to deliver exceptional value and service.
Requirements
- Fulltime onsite role at San Diego Headquarters.
- Excellent verbal and written communication skills.
- Proven ability to build and manage teams of various sizes.
- Success in leading teams to achieve aggressive growth goals.
- Effective strategy planning and for measurable business efficiency.
- Strong financial analytical and problemsolving skills.
- Adaptability to rapidly changing environments and technology.
- Experience presenting findings and challenges to senior executives.
- Resultsfocused with a track record of delivering across multiple projects and teams.
- Ability to lead through uncertainty resolve conflicts and adapt to change.
Experience/Education
- Requires Bachelors degree or equivalent advanced degree in Science Business Engineering or Computer Science preferred.
- Typically has 15 years of related experience with 7 years of applicable management experience.
- Overall knowledge of most areas within particular Corporate subfunction or a function within an operation.
- Typically has depth of technical knowledge in function derived from experience in nonmanagement and middle management roles.
#LIONSITE
The estimated base salary range for the Associate Director IT Global ServiceDesk Operations role based in the United States of America is: $167200 $250800. Should the level or location of the role change during the hiring process the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including but not limited to an individuals qualifications location where the role is to be performed internal equity and alignment with market data. Additionally all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work including access to genomics sequencing family planning health/dental/vision retirement benefits and paid time off.At Illumina we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation Illumina has always been rooted in openness collaboration and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zeronet gap in pay regardless of gender ethnicity or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences increase cultural awareness and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy military or veteran status citizenship status and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local state and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local state and federal laws. If you require accommodation to complete the application or interview process please contact To learn more visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.
Required Experience:
Exec
Employment Type
Full-Time
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