Manager, IT Client Services
Cepheid

Job Info

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At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world's most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we're working at the pace of change on diagnostic tools that address the world's biggest health challenges, driven by knowing that behind every test there is a patient waiting.

Learn about the Danaher Business System which makes everything possible.

The IT Client Services Manager is accountable for first-tier IT Support for the Cepheid organization. This leader primarily focuses on Americas Field Services and provides functional leadership for the US region. This leader will oversee and manage the work of a team of internal/external support personnel to resolve IT Support issues and provide excellent customer service to Cepheid associates.

This position is part of the Infrastructure Operations & Platforms department and will be located in Sunnyvale, CA and will require 20% travel to key US sites. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

• Manage team of IT support personnel - Staff Augmented and External Service Partner resources - to provide first line of support to Americas Associates and resolve IT issues.

• Develop, Train, and Support the Field Services Staff on SOPs. Analyze IT tickets-incident Resolution and Service Requests-to define and implement improvement priorities.

• Establish and maintain IT policies, procedures, and standards to ensure compliance with regulation and industry best practices.

• Oversee white-glove support to the executive team as needed, ensuring technology need are met promptly and efficiently.

• Oversee the management of all end user devices (PCs, laptops, mobile devices, printers, conferencing equipment etc.) through their lifecycle, ensure device replacement cycle planning and execution

• Demonstrate proficiency across all Danaher Core Behaviors

• Use Daily Management to ensure that SLA targets and KPI targets are being met and constantly improved

The essential requirements of the job include:

• Bachelor's degree in Information Technology, Computer Science or 10+ years equivalent work experience

• Proven background in successfully supporting business systems and Infrastructure in an Agile environment,

• 5+ years' experience in a complex global organization experiencing significant growth.

• Operationalize and Support Corporate Standards on IT Security and Compliance across End-User Compute devices. Leverage IT Infrastructure Library (ITIL) methodologies to drive IT Service Management maturity through targeted initiatives.

• Expert level experience with IT hardware such as desktops, laptops, printers, conferencing equipment, mobile devices, etc.

• Expert level knowledge of MS Windows (Client and Server), MS Office, M365 and other typical desktop and server applications

• Procurement of IT equipment and services

Travel, Motor Vehicle Record & Physical/Environment Requirements

• Ability to travel - 20% travel, overnight, within the US region

• Must have a valid driver's license with an acceptable driving record

• Medium: work: Lifting 20-50 lbs. occasionally

It would be a plus if you also possess previous experience in:

• Experience with modern technologies for conference rooms (e.g., Teams Rooms) WIFI and network (CATO), monitoring tools, and end-user hardware and software (MacOS, Windows Operating systems)

• Experience with MFA, O365 suite and Familiarity with enterprise-level networking, including firewalls, switches, routers, VPNs, WiFi, etc.

• Strong task management skills with the ability to prioritize, triage, resolve and escalate in an efficient and effective manner

Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.

The salary range for this role is $100K-$130K. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.

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