Job Description

Key Responsibilities

Main Purpose of Job:




The primary purpose of this role is to leverage advanced professional knowledge and acumen in Information Technology to solve complex problems creatively and effectively, in alignment


with Immunocore's objectives.




This role is instrumental in delivering exceptional customer experiences by ensuring the service desk provides high quality support and timely resolutions. This involves monitoring customer satisfaction, identifying areas for improvement, and implementing strategies to enhance the overall support pipeline experience. The manager leads and develops the service desk team, providing technical guidance, training, and support to ensure team members can effectively resolve tickets and deliver outstanding customer service to Immunocore.




The role involves working on diverse and complex problems, requiring evaluation of various factors. The incumbent will be expected to have technical expertise in key areas. This includes being hands on with the team and the go to person for device imaging, patch and software deployment. We use Autopilot, Intune, BigFix, Lansweeper, PDQ, Cisco security suite and compliance scanners. The manager ensures incidents and requests are properly categorised, prioritised, and escalations are resolved efficiently, contributing to a seamless and effective IT support system. The individual will be leveraging ITIL practices within our current tool ManageEngine to optimise reporting and service delivery.




The incumbent may provide input to strategy within their area, translating plans into operational processes and executing them. They will interact frequently with management and peers across all Immunocore, effectively communicating and presenting results and recommendations. The role requires explaining complex concepts and influencing others to adopt different viewpoints.




Leadership qualities are essential, demonstrated through proactive project team participation, internal consulting, and mentoring. The individual will provide guidance and coaching to less experienced colleagues and manage a team, fostering a climate of empowerment and autonomy. They will manage performance and development, providing challenging work, constructive feedback, and learning opportunities, operating from a base of trust and empowerment.




Key Responsibilities:


- Supervise the service desk making sure it delivers exceptional customer experiences through high quality support and timely resolutions.


- Liaising with IT infrastructure and security team colleagues, managing technical escalations internally or externally as required.


- Monitor customer satisfaction and implement strategies to enhance the overall support experience and our improvements to our device pipeline.


- Lead and develop the service desk team, fostering a collaborative and supportive team environment, providing guidance, training, performance reviews, escalations and support.


- Manage or be across escalations and complaints effectively handling re-prioritisations to build trust and redefining a new level of service customers grow to expect.


- Provide hands on technical expertise in device imaging, patch and software deployment.


- Oversee and upskill to become the champion in the use of Autopilot, Intune, BigFix, Lansweeper, PDQ, to address device updates as required from our compliance scanners.


- It is essential to understand that IT must adhere to SOX requirements. You are responsible to ensure that your team follows internal procedures as mandated and aids during audits conducted by our yearly audits with the compliance team.


- Utilise ITIL practices within ManageEngine to improve service delivery, ensuring incidents and requests are categorised and prioritised for effective resolution.


- Your team is the primary contact for third parties at our global sites, ensuring successful IT task delivery by adhering to contractor check-in/check-out procedures and secure access requirements.


- Master Power BI and ManageEngine, to regularly track, report on, and improve our service desk reports, dashboards and SLA performance.


- As a team lead engineer, you will be expected to use your skill set across various domains within IT and perform line duties within our environment catering to your level for our internal or external requirements.


- You oversee comprehensive IT asset management, ensuring accurate tracking and efficient utilisation of all hardware and software resources. The role includes managing the full lifecycle of IT assets, from procurement to disposal, ensuring compliance and security throughout.


Supervisory Responsibility (If applicable):


- Will manage a small/medium sized Service Desk team with both Level1, 2 & 3 Analysts.




Education, Experience and Knowledge:


Essential Qualifications:


- Typically requires a Bachelor's degree and 8+ years of related experience; or equivalent experience.


- Certification/s in relevant IT disciplines.


- Experience as a


o Service Desk team leader or equivalent role


o or L3 experience as a Senior Engineer.


Preferred Qualifications:


- Tertiary qualifications in Information Technology as a core component.


- Additional IT qualifications.


Experience & knowledge - Essential


- A minimum of six years of experience in IT, with demonstrated expertise in managing an IT service desk. This includes leading and developing a team, as well as advocating for resolution support.


- Strong technical expertise in device management, including imaging, patching, software deployment, and security.


- Excellent communication and interpersonal skills, with the ability to liaise effectively with third parties and stakeholders at all levels.


- Must be hands-on with the listed tools and willing to upskill and actively participate in closing tickets, given the small team size.


- Minimum of 5 years' experience with customer-facing roles in a pressurised environment.


Experience & knowledge - Desirable


- Experience of dealing with sensitive matters.


- Presentation skills, having presented to senior (non-technical) business stakeholders.


- Hands-on experience with tools such as Autopilot, Intune, BigFix, Lansweeper, PDQ, and ManageEngine.


- Demonstrated ability to manage budgets effectively, including forecasting, tracking, and cost control.


Other:


- In line with the business requirements and SLAs put in place, or during unplanned events, the role holder may be required to work irregular hours or out of hours.


- The role may be required to travel locally, nationally, and occasionally internationally on an irregular basis.


- Sitting for extended periods of time.


- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.


- Occasional inspection of cables in floors and ceilings.


- Ability to assist in lifting and transporting of moderately heavy objects, such as servers and peripherals.




IMMUNOCORE Values


At Immunocore, we recognize that our employees are our greatest asset. We value the unique contributions each person brings to our team. By embracing Science, Trust, Respect, Integrity, Diversity, and Entrepreneurship (STRIDE), we create an environment where collaboration thrives, ideas flourish, and transformative changes happen. STRIDE represents more than just letters; it embodies our shared identity and drives our mission. We are dedicated to developing breakthrough therapies that transform patients' lives, advancing medicine, and supporting one another in these pursuits.




Immunocore is proud to be an equal opportunity employer. As such, we are committed to fostering an inclusive workplace where everyone feels valued, respected, and empowered. We encourage applications from individuals of all backgrounds, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, or any other characteristic protected by law.

About the Company

Immunocore (NASDAQ: IMCR) is a pioneering, commercial-stage T cell receptor biotechnology company whose purpose is to develop and commercialize a new generation of transformative medicines which address unmet patient needs in oncology, infectious diseases and autoimmune disease. Our leaders in R&D are internationally recognised as some of the biotech industry's most successful drug developers. We are creating not just an environment where great minds can interact but an innovation powerhouse answering the big questions.




Focused on delivering first-in-class biological therapies to patients, we have developed a highly innovative soluble TCR platform. Our ImmTAX molecules underpin a new generation of precision engineered drugs that harness the immune system to treat a broad spectrum of diseases with high unmet medical need, including oncology, infectious diseases and autoimmune diseases.




At Immunocore, we recognize that our employees are our greatest asset. We value the unique contributions each person brings to our team. By embracing Science, Trust, Respect, Integrity, Diversity, and Entrepreneurship (STRIDE), we create an environment where collaboration thrives, ideas flourish, and transformative changes happen. STRIDE represents more than just letters; it embodies our shared identity and drives our mission. We are dedicated to developing breakthrough therapies that transform patients' lives, advancing medicine, and supporting one another in these pursuits.




Immunocore is proud to be an equal opportunity employer. As such, we are committed to fostering an inclusive workplace where everyone feels valued, respected, and empowered. We encourage applications from individuals of all backgrounds, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, or any other characteristic protected by law.