Manager, IT Support Engineering

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description Key Responsibilities: • Lead site support operations and executive technology services, establishing priorities, coverage models and clear service expectations aligned with business needs and IT standards. • Create a culture where customer satisfaction, empathy, responsiveness and ownership are critical measures of success; use feedback, service data and recurring issue trends to improve the customer experience. • Serve as the primary IT relationship manager for site leaders and key business partners, translating technology needs, risks and opportunities into clear priorities and coordinated action. • Partner with business leaders and stakeholders to understand operational challenges, identify opportunities to improve productivity and employee experience, and leverage AI, Microsoft Copilot, and other digital solutions to address business needs and deliver measurable value. • Provide oversight and escalation leadership for business-critical or executive-impacting incidents, ensuring timely communication, effective cross-team coordination, documented resolution and appropriate follow-through. • Own operational performance across incidents, requests, onboarding, workplace technology, events and local support services; monitor service levels, quality, demand and customer feedback, and implement corrective actions. • Partner across the Service Desk, Infrastructure, Security, Applications, Workplace Technology and Employee Experience teams to resolve systemic issues, improve reliability and deliver consistent end-to-end services. • Lead technology rollouts and local IT initiatives by coordinating readiness, testing, communications, training, adoption and transition to support, including AI and Microsoft Copilot capabilities. • Drive standardization, knowledge management and continuous improvement through procedures, knowledge articles, cross-training, root-cause analysis and practical service enhancements. • Forecast and recommend staffing, contractor, vendor, asset and budget needs; allocate resources across daily support, executive coverage, events and project commitments. • Manage applicable vendor and contractor performance, deliverables and service quality; address gaps and maintain appropriate coverage during peak or nonstandard business hours. • Ensure services and team activities comply with established policies, security requirements, quality practices, regulatory expectations and ticketing/documentation standards. • Maintain sufficient technical depth to guide complex troubleshooting, evaluate support risks and provide hands-on technical support to employees and executives during complex or high-impact situations when needed. People Leadership & Team Development • Lead, coach and develop a team of IT support engineers and contractors; set clear goals, priorities and accountability aligned with organizational objectives. • Recruit, onboard, develop and retain talent; conduct regular coaching, performance and career-development discussions and maintain practical succession and cross-training plans. • Foster an inclusive, collaborative and high-performing team culture grounded in customer service, continuous learning, responsible risk management and shared ownership. • Recognize individual and team contributions, address performance or capability gaps promptly and constructively, and create opportunities for growth through stretch assignments and project leadership. Qualifications Basic Qualifications • Bachelor’s degree and 6&#43; years of relevant experience in essential • Demonstrated experience leading people or support teams in a corporate IT environment, including resource planning, coaching, service management and complex escalation leadership in line with the role expectations • Significant enterprise IT support experience and the judgment to balance customer experience, operational risk, business priority, security and compliance. • Experience in working with global organizations, managing teams and providing round-the-clock support • Experience managing direct reports, contractors and vendors, and collaborating effectively with colleagues across countries, cultures and functions in a multinational, matrixed organization; life-sciences or other regulated-industry experience is preferred. • Strong knowledge of IT support practices, service levels, ticketing, knowledge management, incident and request management, endpoint technologies, identity and access, collaboration tools, workplace AV and executive support. • Experience using service data, customer feedback and trend analysis to improve quality, productivity, first-contact resolution and the overall employee experience. <p style="colo