The Desktop Support Manager will oversee the Customer/Desktop Support Analysts and other technical team members to provide exceptional service to all the Bausch Health Team Members both onsite and remote. 

Responsibilities: 

• Manage onsite team of Desktop Support Specialists.
• Provides local support and acts as the ServiceNow representative for desktop support, tracking trends and communicating issues. 

• Responsible for the training of new technicians on the usage of various software platforms being used in desktop management including ServiceNow/Cellebrite/InTune/PullPrint/etc. 
• This role is expected to be onsite full time Monday – Friday in Bridgewater, NJ.

• Manages relationships with colleagues to assist in the timely resolution of issues 

• Serves as a primary contact for escalations and provides any de-escalation training as needed. 

• Recommends and implements corrective solutions, including offsite repair for remote colleagues. 

• Prepares and maintains procedures for logging, reporting, and monitoring desktop and AV operations. 

• Responsible for the management of all hardware assets from acquisition to decommission, including managing any hardware refresh projects. 

• Maintains inventory of all IT equipment and manages the hardware procurement and deployment process. 

• Responsible for the management of audio visual (AV) and display signage systems for local and remote sites. 

• Coordinates office moves with facilities and provides support for executive global town hall meetings. 

• Serves as the primary SME for IT related procedures and processes to improve overall team knowledge. 

• Serves as the primary contact for remote backup processes and oversees support for remote office locations. 

• Acts as the IT liaison to various departments and manage relationships with third-party vendors ensuring the smooth operation of all colleague activities. 

Qualifications: 

• Bachelor's degree required. 

• 7+ years of experience in IT. 

• Strong experience in troubleshooting, repairing, and installing computer hardware and software. 

• Working knowledge of networking and communications protocols, MS Windows, MS Office Applications, and Active Directory. 

• Working knowledge of network services (DNS, DHCP, WINS) a plus. 

• Working knowledge of ServiceNow/Cellebrite/InTune/PullPrint 

• Excellent communication and customer service skills. 

• Ability to work independently and as part of a team. 

• A nimble thinker with the ability to adjust at a moment’s notice 

• Shows attention to detail and strong communication skills 

• An independent worker who can manage several projects simultaneously 

As required by law, Bausch Health provides a reasonable range of compensation for roles that may be hired in the US. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For this role, the range of starting pay for this role is 103K – 141K annually.

Benefits package includes a Comprehensive Medical (includes Prescription Drug), Dental, Vision, Health Savings Account with company contribution, Flexible Spending Accounts, 401(k) matching, discretionary time off, paid sick time, tuition reimbursement, parental leave, short-term disability, long-term disability, life insurance, accidental death & dismemberment insurance, paid holidays, Employee Assistance Plan, commuter benefit, recognition awards, voluntary benefits (including Identity Theft, Student Loan and Breast Milk Shipping), employee referral bonuses and employee discounts.

#LI-hybrid