Manager, End User Services

2 weeks ago

Vancouver, Canada Xenon Pharmaceuticals Inc. Full time

**Who We Are**:
**At Xenon Pharmaceuticals (NASDAQ**: XENE), we are committed to providing a brighter future for patients suffering from neurological disorders. Our employees are smart, passionate, dedicated, and driven by their incredibly important work to discover, develop, and deliver innovative medicines for patients in need. We are looking for great people who thrive in a respectful, collaborative, inclusive, and productive culture to join the Xenon team.

**What We Do**:
We are advancing an exciting portfolio of neurology therapies in our product pipeline, with a focus on commercializing novel treatments for epilepsy. Building upon the positive results and compelling data from our XEN1101 Phase 2b “X-TOLE” study in adult patients with focal epilepsy, our XEN1101 epilepsy program includes multiple Phase 3 clinical trials in patients with focal onset seizures and primary generalized tonic clonic seizures. In addition, based on topline data from our XEN1101 Phase 2 “X-NOVA” clinical trial in adults with major depressive disorder (MDD), we are actively exploring the future development of XEN1101 in MDD and potentially other indications. Our pipeline also includes other early-stage research programs, and we are proud of the leading-edge science coming out of our discovery labs. Backed by a strong balance sheet to support our growth plans, we continue to build a fully integrated, premier neuroscience company with strong discovery, clinical development, corporate, and commercial operations.

**About the Role**:
**RESPONSIBILITIES**:

- Lead the support team to provide exceptional customer service remotely, deskside, in meeting rooms, and in the laboratory environments. Serve as the escalation point for both technical and managerial decisions.
- Manage IT support operations by reports, analysis, running daily meetings, and setting priorities.
- Serve as the support lead for sensitive/prioritized requests. Develop and maintain strong relationships with executives, executive assistants, and office management. Provide hands-on technical support and event/meeting support.
- Manage vendors and external resources per their contracted terms and conditions in the context of both project delivery and ongoing operations to maximize return on investment for Xenon.
- Lead projects for the team, to include hardware tech refresh, software deployments, office buildouts/enhancements, and the delivery of new services.
- Support endpoint systems and platforms including Laptops, Mobile Devices, Lab PCs, Entra ID, AD, M365 suite, Intune, Microsoft Teams Rooms Yealink A/V, Multi-Function Printers, and related tools.
- Partner with HR Operations to fulfill IT responsibilities for the end user lifecycle. Lead IT Orientation.
- Maintain the end-user and lab computing environments to stay current with patching and policy compliance, assessing reports, and implementing remediations.
- Oversee asset management and procurement to maintain availability of hardware and software licenses.
- Maintain the tools and processes required for productive and secure collaboration with external parties.
- Responsible for producing service desk reports, improving efficiency to achieve SLAs, reviewing ticket surveys, and engaging with users across the organization to understand and enhance the user experience.
- Oversee the knowledge management process for both end user articles and technical instructions for IT.
- Drive training and adoption of relevant capabilities and features within the Microsoft suite (e.g. SharePoint, Teams, OneDrive, M365 Apps, etc.)
- Ensure compliance with internal processes and standards to support compliance with relevant regulations (e.g. GxP, SOX, privacy).
- Develop and propose short
- and long-term objectives for the function in accordance with overall Company strategies and plans.
- Recruit, lead, direct, develop, coach and evaluate direct reports, if any, in accordance with the Company’s Human Resource policies and practices
- Act in accordance with Company policies, including, for example, the Code of Business Conduct and Ethics and ensure policies are understood and followed by direct reports, if any.
- Other duties as assigned.

**QUALIFICATIONS**:

- Minimum undergraduate degree in Computer Science or related discipline and at least 5 years of progressive information technology experience in a similar role, of which at least 2 years of the experience is in a leadership/people management capacity.
- Experience in highly regulated industries requiring proficiency working through audit, process, and compliance requirements is preferred. Experience in supporting a commercial organization in the life sciences industries is an asset.
- Deep knowledge of Windows 11, AD, the M365 suite, mobile devices, and endpoint security.
- Experience with programming languages, PowerShell, Graph API, and the Power Platform is a plus.
- Strong experience in IT operations including ITIL/ITSM processes and associated systems (e

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