The Head of Biogen Application Support has primary accountable for the setup and full operations for the Application Support for the global applications.  The position is accountable for:

• Running the Application Support for all global Enterprise applications,
• Migrate L1 and L2 knowledge into the application group,
• Provide high level of customer satisfaction, and
• Integrate and shift left for Biogen Service Desk.  Biogen Application Support Services (BAUS) is a new organization within Biogen to support all global applications and handle L1-L2 for these applications. 

Accountabilities:

• Build the Biogen Application User Support (BAUS) group
• Run and transfer L1-L2 knowledge for all global applications
• Hire and train employees to provide excellent L1-L2 support
• Establish and demonstrate key metrics for Global Support

• 10 Years+ leading multi-language and multi-level (L0, L1, and L2) service desk or application desk
• Bachelor’s Degree in Computer Science
• Excellent project management and communication skills
• Ability to influence without authority 
• Previous people management experience 
• Flexibility and adaptability 
• Solution oriented