Regional Deskside Specialty Support Manager - Americas

About This Role:

As the Regional Deskside Specialty Support Manager - Americas, you will play a pivotal role within our IT team, overseeing the delivery of five core IT support services across the Americas. Your primary responsibility will be to provide strategic direction and hands-on vendor management, ensuring that Managed Service Providers (MSPs) in the US, Canada, and LATAM meet performance, contractual, and user experience expectations. You will partner cross-functionally to drive measurable service improvements aligned with our Drive and Elevate strategy. Your regular presence at our Cambridge HQ is essential, particularly for executive support and key events. This position is crucial to maintaining and elevating the quality of service delivery, ensuring seamless operations, and supporting the overall business structure.

What You'll Do:

• Lead the delivery of Deskside and VIP support services for the Americas, serving as the escalation point for executive issues.
• Oversee day-to-day support for MTR technologies and conference rooms, ensuring proactive incident resolution.
• Manage equipment lifecycle, ensuring asset stock levels, security compliance, and meeting sustainability targets.
• Lead on-the-ground IT delivery for strategic projects like M&A and site moves, ensuring seamless integration with other departments.
• Ensure support extends into scientific and commercial areas, overseeing unique on-site support needs.
• Drive vendor performance and resolve cross-business unit service issues.
• Collaborate with cross-functional teams to streamline global operations and enhance service delivery.
• Ensure consistent service alignment with global standards and drive MSP performance to SLA.
• Support critical events and manage ticket performance for conference room technologies.
• Partner with IT Service Management and Procurement to optimize equipment provisioning and deprovisioning.

Who You Are:

You are a dynamic and strategic thinker who thrives in a fast-paced environment. Your excellent communication skills allow you to simplify complex IT concepts for non-technical stakeholders, while your collaborative nature helps you navigate cross-service challenges with ease. You are passionate about delivering exceptional service and are committed to maintaining credibility with executive-level users. Your ability to drive vendor performance and service improvements is backed by a track record of successful cross-functional partnerships.

Required Skills:

• Over 10 years of experience in customer-facing IT Support within highly regulated environments.
• High school diploma required; MCP/MCDST or equivalent. ITIL qualification desirable. Bachelor's degree preferred.
• Proven experience in managing MSP/vendor performance across multiple sites and regions.
• Strong track record of cross-functional partnership with IT infrastructure, security, service management, and facilities teams.
• Confident communicator capable of simplifying complex technical issues for non-technical stakeholders.
• Prior experience supporting VIP/Executive users and delivering white-glove support.

Preferred Skills:

• Experience in a high-visibility HQ environment.
• Ideally based within an easy commute to our Boston-Cambridge HQ campus.

Job Level: Management

Additional Information

The base compensation range for this role is: $137,000.00-$184,000.00

Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.

Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees' and their families physical, financial, emotional, and social well-being; including, but not limited to:

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.

Client-provided location(s): Cambridge, MA

Job ID: Biogen-REQ21380

Employment Type: FULL_TIME

Posted: 2025-08-08T00:11:13