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AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Lead Desktop Technician

Lake County, Illinois Req ID 2208851 Category Information Technology Division AbbVie

Direct line supervision of technical resources.  Coordination and monitoring of non-routine support activities. Contribution to procedures and practices.  Manage knowledge content. 

Responsibilities:

  • Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
  • Provides leadership for a group of technicians and conduct annual PEx reviews, growth planning and mentoring.
  • Act as an escalation point for technical and non-technical issues.
  • Responsible for ensuring team members are trained and in compliance with corporate policies and procedures.
  • Comply with the desktop group practices and procedures.
  • Monitor and manage remedy queues to ensure tickets are being resolved in a timely manner (aging of tickets).
  • Identify technical and process issues and recommend improvements, document and implement depending on impact.
  • Monitor technician metrics on ticket volumes and resolution levels and manage accordingly.
  • Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions.
  • Works independently without direction for day-to-day activities. Escalates to management for non-routine issues or client related issues. Able to make tactical decisions and prioritize. Highly complex work activities covering technical, financial and quality aspects.
Qualifications:

Bachelor’s Degree or equivalent experience plus 5+ years of related experience in a related information technology field

Familiar with AbbVie’s remote support processes, including Field Technology Services and Commercial Organization to meet the needs of US Field Sales workers and US based Remote workforce.

Experience on Industry standard incident management system (Service Now)

Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel: Yes, 5 % of the Time
Job Type: Experienced
Schedule: Full-time
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