Associate Director IT - Global ServiceDesk Operations

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At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

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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 10,000 users. Ensure high-quality on-site 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 Execution: 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 multi-tiered 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

• Full-time 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 execution for measurable business efficiency.
• Strong financial, analytical, and problem-solving skills.
• Adaptability to rapidly changing environments and technology.
• Experience presenting findings and challenges to senior executives.
• Results-focused 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 Bachelor's 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 sub-function or a function within an operation.
• Typically has depth of technical knowledge in function derived from experience in non-management and middle management roles.

The estimated base salary range for the Associate Director IT - Global ServiceDesk Operations role based in the United States of America is: $152,600 - $228,800. 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 individual’s 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 zero-net 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. If you require accommodation to complete the application or interview process, please contact This role is not eligible for visa sponsorship.