Now Hiring - Slipstream IT - Information Technology Technical Account Manager-South San Francisco, CA in South San Francisco, CA

Introduction

At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstreams industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Responsibilities

• Create Runbooks and document standard processes and documentation.
• Develop and provide weekly reporting to include trending and analysis.
• Lead and develop helpdesk manager and onsite engineer.
• Address gaps in managing onsite resources.
• Communicate with Key stakeholders.
• Understand and adherence to budget lines.
• Coordinate work assignments across resources.
• Take the lead on complex issues, identify and document resolutions.
• Interface with client IT and client business owners to identify and solve issues.
• Project management.
• Business development - Understand Slipstream capabilities and seek opportunities within the client organization to incorporate additional services into the support model.
• SAAS Application Support.
• License Management.
• Ticket Queue Management.
• ITSM Admin.
• Must have Mac experience.
• Must have Pharmaceutical or Biotechnology experience.
• Monitoring / Improving IT support services through; Logic monitor dashboards & Analyzing reports.
• Understanding of Service and Service Delivery.
• Managing Service Delivery and Setting SLAs.
• Measure User Satisfaction.
• Incident, Change, and Management Process.
• Staying Updated on Technology Trends.
• SDLC Process Adherence.
• Automation and Self-Service Portal.
• Compliance and Security Understanding; security measures such as SOX, in-scope systems, validation, cybersecurity, and triage processes.

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $80,000-$90,000

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.