IT Service Manager North America - 6 Month FTC

Thanks for checking out our vacancy, we’re delighted you want to learn more about Dechra!

Dechra is a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide.

Here at Dechra, our values are embedded within our culture and thrive within our family of almost 2000 colleagues globally. From manufacturing to marketing, (D)edication, (E)njoyment, (C)ourage, (H)onesty, (R)elationships and (A)mbition are at the heart of our everyday operations and the way we do business

The Opportunity

As a leader in the Dechra Group IT team, the IT Manager is responsible for planning and coordinating the direction of the technology team in their assigned territory or region. The IT Manager recruits, trains and mentors’ new IT team members, providing guidance and leadership. The IT manager monitors general IT related incidents and workloads, account management, systems monitoring, and documentation ensuring adherence to Dechra policies. The IT Manager is a hands-on role that steps in when necessary to handle difficult issues and projects, or if the team has absences or skill gaps.

The IT manager takes ownership of the technical support and project delivery for local site and remote employees across North America. Reporting to the Group Head of IT Service, the IT Manager works closely with Group IT colleagues at other sites to implement, maintain, and enhance a broad spectrum of technology solutions. Candidates must possess the technical experience and aptitude to work on multiple levels of the technology stack (infrastructure hardware, operating systems, applications) within a wide variety of hardware/software solutions and will need to be able to work independently under minimal supervision and, at times, outside of normal business hours.

So, what will you be doing? This role has a broad and varied scope and the successful candidate will have responsibility for duties including:

• Recruit, train and manage new IT team members through coaching and mentoring.
• Identify short and long-term technology needs and recommend changes.
• Plan and direct the installation and maintenance of hardware and software.
• Prioritize team activities regarding support, maintenance, and projects.
• Ensure team adheres to policies and procedures set by the Service Delivery team.
• Serve as an escalation point for junior IT staff members regarding technology and customer service-related inquiries.
• Serve as a member of the global IT team to set strategy and standards.

Here at Dechra we pride ourselves on being an inclusive employer and we embrace candidates from all walks of life. We’re particularly excited to hear from those who have/are:

• Experience of working within a high performing, SLA driven IT service and support environment
• Proficiency in diagnosing and troubleshooting software/hardware issues

  
  Experience with CRM or ticketing systems (ITSM)

• Experience of Office 365 Admin

• Intermediate knowledge of AD/DNS/DHCP

• Network Security Standards understanding

• VOIP Management

• VMware Management

• Knowledge of IT hardware and networking

• Documentation experience

• Self-starter and able to work independently and as part of a wider team

• Strong analytical and problem-solving skills

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users

• Team leadership and management

• Project management

• Migration experience

• Operation / support experience

• Multi-site management experience

• Previous mentoring experience

• Travel 15-20%, could be international

• May require participation in an on-call rotation or shift work, including weekends and evenings

As a people first values-based culture, we provide free weekly wellness sessions focused on our employee's physical and mental wellbeing, and flexible work arrangements. We offer a generous employer 401k match and an other incentives for long-term financial wellness. Our full array of health, financial and voluntary benefit programs are what you would expect from a recognized Best Place to Work.