IT Desktop Support Lead

Please note that this position can be based in San Diego CA. Acadias hybrid model requires this role to work in our office three days per week on average.

Position Summary

The IT Desktop Support Lead is responsible for overseeing the daily operations of the help and service desk teams while actively participating and providing advanced support to all Acadia Pharmaceutical IT clients. This includes supporting clients in office settings home offices offsite facilities and within our mobile workforce.

As the IT Desktop Support Lead the individual will be responsible for conducting root cause analysis (RCA) ensuring teams consistently meet service level agreements (SLAs) analyzing and reporting on queue trends and key performance indicators (KPIs) and providing production support for meetings. They will handle escalations and assist with various projects including system engineering initiatives and the integration of emerging technologies such as automation and AI-driven support tools. Additionally they will develop improve and update documentation knowledge bases and training materials enforce compliance with processes and procedures and ensure effective communication and alignment of teams with relevant information and duties while also prioritizing cybersecurity measures.

Primary Responsibilities

• Oversee and ensure the teams are operating efficiently and adhering to processes and procedures driving client satisfaction through exceptional customer support.

• Record track and analyze team SLAs and workflows monitor and report on team performance metrics and queue trends.

• Provide advanced technical support and handle escalated requests for administration of mobile device management (MDM) tools Office 365 virtual environments desktops Exchange/Active Directory requests and some system engineering initiatives of emerging technologies.

• Act as a senior technical business partner for other internal IT teams.

• Assist in asset management procedures including inventory of equipment software licenses and maintain organization and tracking of intake for backups imaging restores and vendor interactions.

• Document detailed information for all support efforts in the ITSM system as per procedures.

• Troubleshoot and provide resolutions for hardware/software issues root cause analyses (RCAs) and communicate feedback to staff and clients on resolved or in-progress problems and incidents.

• Update and create knowledge and work instructions where needed.

• Gather appropriate data to escalate to higher-level teams or provide proper triaged information to business partners/owners when necessary.

• Administer Active Directory Office 365 RMM Adobe and other portal consoles including account management and password resets.

• Handle procurement requests for software hardware peripherals and mobile devices.

• Support and assist with projects events and company initiatives including setup and support for meetings conferences and events.

• Develop and update training materials and provide guidance to support teams.

• Other responsibilities as assigned.

Education/Experience/Skills

Bachelors degree in Information Technology Computer Science Systems & Network Engineering or related field. Targeting 3-5 years of progressive experience leading teams understanding and having technical expertise in an IT regulated ITIL and GxP enterprise environment. An equivalent combination of relevant education and applicable job experience may be considered.

Key Skills:

• Extensive technical knowledge of Windows operating systems command lines PowerShell Office Suites and endpoint management.

• Excellent oral and written communication skills.

• Proven experience in leading customer-focused teams.

• Strong technical and analytical skills for investigating and resolving issues.

• Exceptional organizational skills with keen attention to detail.

• Ability to multitask adapt quickly and effectively resolve concerns under pressure.

• Proficient in desktop/laptop technologies including Windows 10/11 Office 365 SaaS applications virtual environments RMM MDM networking wireless encryption RCA and troubleshooting.

• Ability to manage technical projects effectively.

• Outstanding customer service and interpersonal skills with the ability to mentor junior support staff.

• Excellent research data gathering analytics and reporting skills.

• Ability to interpret and present ideas in user-friendly language.

• Good understanding of computer and mobile device management tools.

• Agile mindset for critical thinking and problem resolution.

• Strong listening skills and ability to follow instructions.

• Proficient in creating reports including graphs charts statistics and logs.

• Good understanding of telephony technology VOIP and mobile devices.

• Skilled in troubleshooting MFP copiers and printers.

• Extensive experience in providing audio-visual production meeting and event support.

• Experience in dynamic and fast-paced enterprise environments.

• Strong sense of urgency and ability to prioritize tasks.

• In-depth knowledge and experience with command lines PowerShell VB batch scripting ConnectWise Automate Box Office Suites O365 administration ServiceNow ADUC/GPOs endpoint management security and communication tools.

• Must be able and willing to travel on occasion.

Physical Requirements

This role involves regular standing walking sitting and the use of hands for handling or operating equipment. The employee may also need to reach climb balance stoop kneel crouch and maintain visual verbal and auditory communication in a standard office environment and while working independently from remote locations. The employee must occasionally lift and/or move up to 20 pounds. This position requires the ability to travel independently overnight and/or work after hours as required by travel schedules or business needs.

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