Clarivate Analytics clients are the trailblazers and risk takers who come up with life-changing ideas. We’re looking for our own trailblazers to help us keep providing clients some of the world’s most trusted brands, spanning scientific and academic research, patent analytics, pharmaceutical and biotech intelligence and IP management.
We’re an independent owned company with a rich heritage and a bold entrepreneurial mission. If you’re excited by the thought of helping people and organizations go from new ideas to life-
changing innovations faster, we’re excited to consider you for a position at Clarivate.
Workplace Lead - Desktop Support Job Description & Core Responsibilities
Data driven to manage team performance such as SLA & MTTR KPIs and ensure quick response / resolution times to improve employee satisfaction
Support Executives regarding the rapid resolution of technical day-to-day issues, All Hands events, and communicating effectively
Develop team bringing them up to speed on existing and new technologies
Provide input and approve hardware & software procurement for employees
Have an understanding and be able to manage software licensing
Manage Clarivate Asset Management activities (inventory, stock room management, etc.)
Provide assistance in regard to budget management and input into forecasting planning
Plan and execute internal ITS projects such as corporate refresh, TSA related projects, stabilization efforts, new hires
Assist with project implementation across external business units
Able to problem solve and resolve team issues quickly and effectively
Can potentially perform technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop hardware, software, wireless, printers, related peripherals, mobile devices, videoconference equipment, etc.
Transition tasks from the Workplace team to the IT Service Desk and provide training as needed
Create processes and KB documentation for Service Desk to improve Employee support
Able to work effectively under deadlines in a fast-paced and changing environment supporting roles from Employees to Executives while delivering exceptional service
Provide support to internal teams (Desktop Engineering, Enterprise Application, and Networking Engineering teams, etc.
and develop processes for escalating appropriate issues
Maintain a secure and safe environment by ensuring all security patches and new anti-virus definition files are deployed to all workstations Do necessary remediation as necessary
Must be able to respond to security threats in the environment and assist with any remediation
Oversee various audits including local admin audit, deletion of terminated user’s equipment, switch capacity, inventory, etc.
Ensure server room and IDF rooms are clean and orderly
Strong organizational skills and attention to details
Must be able to delegate effectively and raise escalations as needed
Excellent communication, teamwork and customer service skills
Weekend or after hours work may be required to support business functions
Other duties as assigned
Experience / Education
Bachelor’s degree in Computer Science, Information Systems, or similar
3+ years of experience, previous supervisory experience currently managing remote teams
English required and other languages desirable
ITIL v3 certified a plus
PMP certification a plus
Strong understanding of Cloud based technologies (O365, Azure, AWS, SaaS, etc.)
Flexibility to travel
Physical Demands and Work Environment : Representative of those that must be met by an employee to successfully perform the essential functions of this job Must be able to operate a PC and sit for extended periods of time Able to lift and move 20 lbs.
Able to crawl under desks and tables to connect lines and cables Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Leadership, delegation, communication, and problem analysis / solving skills
Responsibility, respect, teamwork, and integrity
Strong customer service and relationship building / management skills
Ability to work with Executives and resolve issues in a poised and professional demeanor
Independent worker, manage through ambiguity, and action oriented
Able to analyze situations and make quick and informed decisions
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.