Associate Director - United Kingdom - Oxford Nanopore Technologies Ltd.

Description

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation.

The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere

The Associate Director of IT Support will play a pivotal role in leading the IT support team (UK & US based) to deliver outstanding services to ONT users globally.

This position involves orchestrating the Service Desk operations within the IT Operations and Services team, ensuring a customer-first culture, and maintaining high standards of service delivery.

The successful candidate will oversee vendor relationships, drive local support initiatives, and uphold support operations efficiency.
Foster a customer-centric culture within the IT support team.
Lead strategic vendor relationships, including oversight of outsourced 1st Line Support.
Develop and supervise local support services for remote offices of ONT.
Ensure adherence to systems, processes, and methodologies for effective monitoring, control, and support.
Contribute to continuous improvement initiatives, embracing ITIL best practices.
Create self-help resources and user guides to reduce direct contact with the IT support team.
Develop and maintain individual Development Plans for the IT Support team.
Conduct regular user surveys to assess the efficiency of IT Support services.
Ideally will also have a Degree or equivalent experience in Computer Science or a related field.
Strategic thinking and long-term goal planning.
Interpersonal astuteness, emotional intelligence, and rapport-building skills.

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary.

Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation.