Executive IT Support Lead

Job Description

Accountable for the strategy, design, implementation, execution, and continuous improvement of the VIP IT End User Services function at Biogen that includes providing technology, event, and meeting support needs for 200+ US Biogen VP+ Executives and Executive Assistants that includes:

Event / Meeting Support
  • Coordination with meeting or event facilitator and participants as required to ensure technology needs and meeting room needs are met based on meeting agenda/approach
  • meeting room preparation
  • support coverage plan
  • pre-meeting testing & issue resolution
  • technology contingency plans
  • coordinate with other IT Teams to implement change freeze as required
  • coordination with any 3rd party vendors

Technology Support
  • Remote, in-person, at home ‘white glove’ service for technology needs (e.g. – laptop, ipad, mobile phones, home office printer, home office wifi, etc.)

Executive on/off-boarding Support
  • Reaching out to understand technology needs
  • Ensuring technology ready prior to day 1 start
  • Assistance, training, support during on-boarding
  • Technology collection for off-boarding

Confidential Requests
  • Support requests with confidentiality as required for on/off-boarding, event, meeting, technology support
  • Provide process excellence and domain leadership for the VIP IT End User Services
  • Sponsoring, designing, and managing VIP End User Services changes and improvements
  • Ensuring the appropriate levels of documentation and communication
  • Communicates proactively in an open, clear, complete, timely, and consistent manner with all stakeholders
  • Ensuring Biogen teams have required knowledge to perform activities
  • Collaborate with supporting teams to ensure requirements and needs for supporting tools and technologies are clearly articulated
  • Drive cross-functional and continuous improvement initiatives
  • Liaising with stakeholders as necessary to ensure processes are effectively supporting the services
  • Coach, mentor, and lead team of resources (internal and external)
  • Facilitate IT service by collaborating with other areas of IT
  • Drive customer satisfaction by meeting commitments in terms of quality, timing, costs through effective delivery of services provided by IT
  • Engage regularly with senior IT and non-IT executives (CEO, CFO, CIO, SVPs, VPs, Board, etc.)
  • Manage and report critical updates to CIO and ITLT


  • At least 10-12 years of domain experience and 7-10 years of team lead experience.
  • Successful track record of results End User Services operations within complex multi-national Life Sciences or Healthcare businesses.
  • Experience supporting senior executives in their technology needs (meeting support, laptop support, collaboration technology support)
  • ITIL certification preferred
  • Six Sigma certification / Lean preferred
  • Experience in ServiceNow platforms preferred

Additional Information

Biogen’s US Alzheimer’s Franchise is looking to recruit proven and ambitious sales achievers with at least five years of experience in pharma, specialty, hospital, med device/capital equipment, and/or biotech sales.
In this field-based, specialty sales representative position you will be called upon to sell our products with key stakeholders in the Alzheimer’s Disease community: including Neurologists and allied health professionals.