Digital Support Engineer Manager, TechX
About Astellas
At Astellas we are a progressive health partner, delivering value and outcomes where needed.
We pursue innovative science, focussing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions.
We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage.
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.
We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their caregivers, to ensure the medicines we develop continue to provide meaningful outcomes.
Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.
The Opportunity:
The Digital Support Engineer Manager is responsible for leading the day-to-day operations of the IT service desk, ensuring high-quality technical support, thorough documentation and a seamless digital experience for end users. This role is critical in maintaining service excellence, driving continuous improvement, and aligning support services with business needs.
Key Responsibilites:
- Global Team Leadership: Manage and mentor a team of digital support engineers and senior digital support engineers located in various countries across the globe, including scheduling, performance management, and professional development.
- Service Delivery: Oversee the delivery of first-line and second-line support services, ensuring adherence to SLAs, KPIs, and ITIL best practices.
- Incident & Request Management: Ensure timely resolution of incidents and service requests, acting as an escalation point for complex or high-impact issues. Coordinate with technical teams to troubleshoot & resolve complex issues.
- Process Improvement: Identify and implement improvements in support workflows, knowledge management, and automation to enhance efficiency and user satisfaction.
- Stakeholder Engagement: Collaborate with IT leadership, business units, and vendors to align support services with organizational goals.
- Technology Oversight: Support the implementation and optimization of ITSM tools (e.g., ServiceNow), self-service portals, and digital workplace technologies.
- Reporting & Analytics: Monitor service desk performance metrics and provide regular reports and insights to leadership.
- Service Management: Oversee the delivery of IT services to clients, ensuring adherence to SLAs and quality standards.
Essential Knowledge & Experience:
- Proven experience in IT service desk management or similar role incl. a supervisory capability.
- Strong knowledge of IT asset & service management (ITAM/ITSM) frameworks, such as ITIL.
- Excellent customer service and relationship management skills.
- Strong leadership and team management abilities combined with excellent communication and interpersonal skills.
- Demonstrates initiative and flexibility.
- Proficiency in incident, problem and service request management.
- Ability to work under pressure and manage multiple tasks effectively.
- Accustomed to operating in a KPI driven environment.
Preferred Knowledge & Experience:
- ITIL Foundation certification or higher.
- Previous experience of working in cGMP environment.
- Experience with service management tools (e.g., ServiceNow).
- Familiarity with Microsoft products (e.g., Teams , OneDrive, M365, Server Operating systems, Azure).
- Agile certification
- Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis.
Educations/Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Business Adminstration or related field or equivalent.
Additional information:
- This is a Permanent Full-time position.
- The role will be based in Warsaw, Poland.
- This position requires you to be 100% on site / in the office and may require occasional evening or weekend work.
- The position may require 24/7 on call shared with other team members.
Astellas’ Global Capability Centres – Overview
Astellas’ Global Capability Centre’s (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.
The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.
Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.
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.
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