IT Lead, Global Service Desk – Operations Support

  • Company: Johnson & Johnson
  • Location: Raritan, New Jersey
  • Posted: January 27, 2017
  • Reference ID: 6407170117-en-us

Johnson & Johnson is currently recruiting for a IT Lead, Global Service Desk – Operations Support. This is a position with Global focus and is located in Raritan, NJ.

Johnson & Johnson Family of Companies, caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for 125 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the 

Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

With $70.1 billion in 2015 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services for the consumer, pharmaceutical, and medical devices and diagnostics markets. The more than 265+ Johnson & Johnson operating companies employ approximately 126,500 people in 60 countries throughout the world.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion.  Proud to be an equal opportunity employer.

The IT Lead, member of the Global Service Desk (GSD) will be responsible for leading various operational and transformational tasks in support of Global Service Desk initiatives. The Lead must have superior written and oral communication skills and be comfortable communicating with IT and business partners at all levels of the organization. In addition, the Lead will manage a globally dispersed relationship base without necessarily having direct reporting relationships. Strong relationship building skills, able to influence internal and external stakeholders with shared and divergent interests, function or matrix environment is required.

The IT Lead will also proactively interface with Global Service Desk Management team to drive the transformation of Global Service Desk which may include:

  • Develop and enable Global Service Desk to provide L1 end user support for next generation of Enterprise services like cloud computing (Infrastructure and Applications) and mobile devices
  • Drive channel optimization of moving L1 end user support from phone/chat contact to self-service/social enablement
  • Identify and drive the manual L1 work to automation
  • Promote and drive the adoption of Self-service and automation
  • The IT Lead will also proactively interface with Global IT partners in order to facilitate the GSD application onboarding process, which may include:
    • Promoting the GSD for Level 1 support services for applications and services;
    • Working with Application Services and Service Owners counterparts to establish a strong working relationship;
    • Acting as a Subject Matter Expert (SME) for all onboarding questions;
  • Collaborate with L1 resources to assure proper Knowledge Management processes are followed;
  • Review onboarding metrics and upcoming changes on a weekly basis;
  • Perform Incident data analysis to update the application billing forecast;
  • Completed incident data analysis to eliminate at root cause with Service Owners.
  • Perform Service Improvement Activities
  • He/she will also identify and implement solutions that drive end users to self-service and/or enable the GSD agents to provide first call resolution. This will require the individual to often engage with technical support teams to develop process/transition plans and work on executing the plans in collaboration with the support team.
  • The Lead should be a self-starter who is able to work under minimum supervision and effectively manage multiple priorities.

  • Bachelor’s degree Required and 5 years broad IT work experience required
  • Experience in leading or managing L1 support teams or vendors is required
  •  Experience in leading service improvement plans required
  • Data analysis skills such as summarizing large amounts of data using pivot tables and charts to illustrate trends and key data points required
  • Access and/or Tableau skills preferred
  • Business process modeling and/or process mapping experience preferred
  • Technical writing and knowledge management experience preferred
  • Prior experience using ITSM and/or SaaS tools such as Service-Now, Remedy, etc. preferred

Primary Location
United States-New Jersey-Raritan
Johnson & Johnson Services Inc. (6090)
Job Function
Technology Operations

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