About Astellas
At Astellas we can offer an inspiring place to work and a chance to make your mark in doing good for others.
Our expertise, science and technology make us a pharma company. Our open and progressive culture is what makes us Astellas. It’s a culture of doing good for others and contributing to a sustainable society.
Delivering meaningful differences for patients is our driving force. We all have a significant opportunity to make that difference, working locally in the areas we know best, whilst drawing inspiration from the different insights and expertise we have access to globally and from our innovative, external partners.
Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.
Our ethos is underpinned by the Astellas Way, comprising five core values: patient focus; ownership; results; openness and integrity.
We are proud to offer an inclusive and respectful working environment that fosters collaboration and ownership.
This role forms a part of Information Technology. This position is based in our Addlestone office in the United Kingdom.
The Opportunity
Astellas is looking for a visionary Head of End User Technology Support to lead our global Help Desk and Field Services teams. In this pivotal role, you'll ensure world-class service delivery, enhance operational efficiency, and elevate customer satisfaction across the board. If you have a proven track record in service management, team leadership, and strategic planning, we want you to be part of our journey to shape the future of end-user technology support.
Key Activities for this role:
1. Leading global End User Technology Support teams, including Help Desk and Field Services, ensuring timely issue resolution.
2. Developing and implementing strategies to enhance support operations, reduce resolution times, and improve user experience.
3. Driving continuous improvement initiatives, optimizing processes, tools, and aligning support with organizational goals.
4. Recruiting, mentoring, and developing team members, promoting a customer-centric approach and professional growth.
5. Managing budget, resources, and tools for support services, balancing cost-effectiveness with high-quality service delivery.
Preferred Knowledge & Experience
1. 7+ years of IT support experience, including 3-5 years in a leadership role managing Help Desk/Field Services teams.
2. Expertise in ITSM frameworks (e.g., ITIL) and experience implementing support strategies and technologies.
3. Strong leadership, communication, and project management skills with a focus on data-driven decision-making.
4. Proficient with support tools (ticketing systems, remote support) and experience in fast-paced, high-growth environments.
Education/Qualifications
1. Bachelor’s degree in IT or related field or a Master’s degree or equivalent is a plus.
Additional Information
1. This is a permanent full-time position.
2. This position follows our hybrid working model. The role requires a blend of home and 2-3 days per week in our UK office in Addlestone. Flexibility may be required in line with business needs. Candidates must be located within a commutable distance of the office.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Types: Full-time, Permanent
Work Location: Hybrid remote in Addlestone KT15 2NX
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