Company Description Job Description The Role: The Associate Director, Global DEX and Enterprise Solutions will be responsible for managing and improving the overall end user support across Deciphera for all IT-related needs. This role will oversee help desk operations, technical support, and the use of enterprise applications and tools to ensure a positive user experience with technology. The role is responsible for setting the strategic direction for end-user support, implementing best practices, and driving continuous improvement in service delivery. What Youll Do: Define the vision and strategy for end-user support and solutions, aligning it with overall business goals. Develop and implement plans for service improvement and innovation. Ensure the end-user support model is cost-effective and efficient. Develop standards across tools and their usage (e.g., Box vs SharePoint). Develop and optimize the help desk ticket system and workflows. Lead global teams to ensure standards for IT support. Recommend and implement new technologies to enhance user experience and productivity. Define and execute a strategic roadmap for end-user support aligned with Decipheras values and growth. Lead, mentor, and inspire teams spanning service desk, desktop, AV support, and enterprise solutions. Foster a culture of customer-centricity, innovation, and continuous improvement. Champion cross-functional collaboration to ensure technology support aligns with business needs. Develop and manage asset tracking and onboarding/offboarding processes. Own the delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction. Establish and monitor KPIs (e.g., SLA adherence, resolution time) to drive accountability and process improvement. Implement ITIL-based best practices for incident, request, and problem management. Analyze support trends to identify root causes and implement preventative solutions. Drive adoption of modern support tools and platforms (ticketing, remote support, knowledge management, standardization). Expand automation and self-service capabilities to streamline workflows and empower users. Lead initiatives to improve onboarding, access provisioning, and digital literacy. Develop scalable communication and training programs to increase user confidence and engagement. Manage team budget and resources, balancing performance and cost-efficiency. Evaluate, select, and oversee vendors providing support technologies or outsourced services.

Qualifications What Youll Bring: Proven track record of building and scaling high-performing DEX teams in dynamic, distributed environments. Deep knowledge of end-user technologies (Box, SharePoint, Smartsheet, Fresh Service, asset tracking). Strong understanding of ITSM frameworks (ITIL), ticketing tools, and endpoint management platforms. Exceptional communication, coaching, and stakeholder engagement skills. Strategic thinker with hands-on capabilities, strong analytical skills, and a passion for operational excellence. Experience designing and executing self-service and automation strategies is a plus. Experience building and managing asset tracking. Experience with onboarding and offboarding for full-time employees and contractors.

Qualifications: 10+ years of progressive experience in IT support in pharma/biotech, including 5+ years in a leadership capacity. Additional Information Benefits: Competitive salary and annual bonus. Comprehensive benefits package including medical, dental, vision insurance, 401(k) retirement plan with company match, and more. Generous parental leave and family planning benefits. Outstanding culture and opportunities for personal and professional growth.

Apply Now: Join us in our mission to improve the lives of people with cancer. Apply today to become a part of our dynamic team! EQUAL EMPLOYMENT OPPORTUNITY INFORMATION Deciphera is committed to equal employment opportunity and values diversity. To ensure compliance with reporting requirements, we invite you to complete the confidential survey at the end of this application. Providing this information is optional. It will not be used in the hiring process and will be kept confidential. We are committed to making all employment decisions on a non-discriminatory basis. #J-18808-Ljbffr