Job Summary
Arcutis is seeking a Senior Systems Engineer/Technical Lead to manage and lead the IT Operations function.
This person will work with a mix of technology and business systems including desktops, laptops and Windows/Mac software as well as corporate IT infrastructure services such as (Zoom, Box, Office 365, Azure, Single Sign On, Mobile Device Management and Network connectivity).
The role will be responsible for the management of the out-sourced IT support team.
Developing and maintaining trustworthy relationships with Arcutis business stakeholders will be a key responsibility, with the ability to self-start and work independently or function within a matrixed team.
Roles & Responsibilities
Corporate IT Help Desk Operations focus:
Respond to requests for technical assistance in person, via phone, or electronically Review and analyze Help Desk Tickets reports and metrics Support on-site and remote Corporate users Manage and oversee Corporate Help Desk support vendors Manage and oversee Field Help Desk support vendors
Corporate IT Infrastructure focus:
Provision and deprovision User Accounts for FTEs and Contractors Box, Office365, Zoom & Zoom Rooms Data Backup and Recovery Networking (FortiGate, Wireless, ISP Primary/Backup) Security/Identity (Single Sign-On, Password Managers) Phone System (VOIP) Laptops (PCs, Macs) Mobile Devices (Adding Email, Box services, BYOD, iPhones, iPads) Desktop Security (MDM, Anti-Virus, Apple Business Manager) Email Security (Advanced Threat Protection) Business Continuity (QNAP, Office365 Backup)
Additional areas of responsibility:
Maintain Systems Configuration documentation including audit trail case notes pertaining to all Infrastructure and core IT service updates Configure Backups in line with Business Continuity planning and expectations Testing and validation of backup processes on a periodic basis Monitoring of Service Level Agreements (SLAs) Respond to incidents reported through the Help Desk Ticketing System Take proactive ownership of issue resolution, researching solutions as required Report on root cause for all problem events Enterprise hardware asset management and tracking Manage software licenses and conduct periodic audits and reviews to ensure compliance and accuracy Administration of Azure security groups Maintenance of IT policies and procedures to ensure regulatory and compliance needs are being met Maintain budgets that align with operating plans and service levels Maintain a robust information security program to protect the privacy and confidentiality of corporate data
Education & Licenses and Experience
Bachelor’s degree in Information Systems or a related discipline Ten years or more of solid, diverse work experience in IT, or the equivalent in education and work experience
Additional Competencies,Skills & Experience
Experience working in Biotechnology or Pharmaceutical industry is required Experience managing Corporate IT vendor support along with Field based employee vendor support Experience with IT troubleshooting, PC, Mac, & iPad imaging / deployment, troubleshooting PC, Mac, & iPad hardware platforms, installing software and setting up/configuring mobile devices Experience with managing Administrators and Technicians to enhance the Service Management Platform delivery and adoption across the company Extensive Cloud (SaaS, PaaS) Infrastructure support experience within the Biotech or Pharma industry Competence with flowchart data mapping tools (e.g.
Visio, OmniGraffle) Line Management experience of FTE and Contract resources Awareness of all Regulated environments and impact on Systems deployment and change control (e.g.
HIPAA, PHI, PII, GxP, CFR Part 11, SOX, GDPR) Vendor management experience is a plus (e.g.
Field support vendors)