Manager, IT Support Engineering
Gilead Sciences (company site, opens in a new tab)6+ yrsBengaluruOn-siteDirect career pageEst. 18–30 LPA
Posted 15h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead site IT support operations and executive technology services, including incident escalation and service performance management.
- Manage partnerships with business leaders to translate technology needs into priorities and leverage AI and digital solutions for productivity improvement.
- Develop and lead a team of IT support engineers, overseeing recruitment, coaching, and performance management aligned with business objectives.
Minimum Requirements
- Bachelor's degree.
- 6+ years of relevant enterprise IT support experience with leadership responsibility.
- Experience managing support teams, vendors, and providing 24/7 support in a global, matrixed organization.
- Strong knowledge of IT support practices, service management, endpoint technologies, collaboration tools, and incident/request management.
Ideal Candidate Profile
- Experienced leader able to balance customer satisfaction, operational risk, security, and compliance in IT support within regulated industries preferred (e.g., life sciences).
- Ability to leverage AI (e.g., Microsoft Copilot) and data-driven insights to improve service quality and employee experience.
- Proven capability in managing multi-cultural, multinational teams with a focus on service delivery and continuous improvement.