Executive Director, Service Desk & Cybersecurity in Lake Forest, IL

$200K - $250K(Ladders Estimates)

Akorn   •  

Lake Forest, IL 60045

Industry: Pharmaceuticals & Biotech


11 - 15 years

Posted 52 days ago

Job Description

This position will report to the CIO and be part of the IT Leadership team that is responsible for e establishing strategies and priorities for enterprise systems. He/she will also work closely with the business leaders to develop technology plans to keep pace with the business demands. The Executive Director of the Service Desk & Cybersecurity will have overall leadership responsibility for providing outstanding customer service to over 2,000 Akorn colleagues. This role will also be responsible for establishing and managing Tier 1 and Tier 2 Services & Support, manage Service Levels and ensure customer expectations are met and/or exceeded. Implements IT continuous improvement programs within enterprise guidelines. Ensures systems performance and service-level requirements are met. The focus within the Service Desks is not only on taking calls and working on incidents but to cover the whole Lifecycle of a Ticket driving our customer experience. The role will also act as the escalation point for business users. This position will also collaborate with the rest of IT to advocate for customer needs by leveraging service desk metrics and analytics.

In addition, this role will provide overall leadership and strategy for the IT Cybersecurity team and align the team's deliverables with both Business and Information Services objectives. He/she will work across Information Services organizations and functions to ensure alignment and implementation of a secure IT infrastructure, applications, and processes for internal and external business customers. This position will provide regular reporting on current status of information security program to senior leadership team.


Enterprise Service Desk Operations Management & Cybersecurity

The Enterprise Executive Director Service Desk is entrusted with the management, design, development and implementation of service desk offerings across the enterprise Establish ITIL based standard operating procedures, key performance indicators (KPIs) and reports to provide visibility to service desk operations performance and quality. Collaborate with colleagues in IT and across business functions to ensure high value service delivery. Effectively manage budgets to contain cost and deliver on key investments. Manage vendor relationships as it depends on daily operational needs. Ensure department alignment to the overall IT strategy. Collaborate cross-functionally and build strong, productive relationships with all internal and external stakeholders. Initiate and maintain hardware and software service contracts for relevant areas. Assist in the resolution of technical problems and help manage escalations of critical issues. Interact with subject matter experts as a key stakeholder in the planning and design of new applications and services to ensure they properly integrate into service desk operations. Develop and report operational SLAs and metrics for areas of responsibility and present results to senior IT management. Manage process for communicating outage/emergency activities to the organization. Optimizing end user asset management and strategic 3rd party service provider that support these processes (i.e. laptops, cell phones, contractor/consultant onboarding/offboarding, etc.)

Oversee the Cybersecurity team responsible for defining and maintaining the information security program to ensure that information assets and the associated technology, applications, systems, infrastructure and processes are protected. Requires strategic and results experience to lead the team responsible for overall information security strategy, vulnerability management, incident management, execution of application security standards, and security monitoring, with a global focus. The cybersecurity team is also responsible for identifying, evaluating and reporting on legal and regulatory items, IT, fraud and cyber security risk to information assets, while supporting and advancing business objectives.


Establish an ITIL based, process-driven service desk model to enable: Service Management, Incident Management, Problem Management, Configuration management and Knowledge-base Management.


Attract, retain, and develop team members with a focus on service orientation, technical capability and continuous improvement. The Executive Director will be responsible for managing a geographically diverse team of Service Delivery Managers and their direct reports to foster an environment of collaboration, teamwork and metrics-based execution. Engage, manage, and develop direct reports to be IT leaders of the future. Present and lead discussions between the business and IT. Attract and build bench strength that allows for succession planning. Sponsor, lead and coordinate projects and work activities at all levels of the organization. Identify, set, and manage agreed-upon Service Level Agreements. Ensure all service desk operations and staff maintains strict compliance with security policies.


o Contributes to the broader IT strategy as a member of the IT Leadership Team (ITLT).

o Develops and implements departmental goals and objectives with input from CIO and other leaders as appropriate.

o Develops and implements departmental policies and procedures that guide and support the provision of services.

o Evaluates problems and develops and implements solutions.

o Flexible/Creative – Must be able and willing to think outside of the box to create solutions and demonstrate flexibility within the role.

o Challenges the status quo in looking for more efficient practices.

o Leads by example and serves as professional role model.

o Understands, teaches and implements elements of empowerment and team building.

o Drives for Results – Action oriented and has a sense of urgency.

o Client Relationships – must be able to build strong working relationships with clients and meet client's needs.


Performs other tasks and assignments as needed and specified by management.


BS degree in Computer Science, Business, or related field

• Knowledge of ITIL certification or similar framework

• Knowledge of information security governance and operation knowledge of Information Risk Management frameworks and practices

• Knowledge of the application of information security frameworks and controls programs such as ISO 27000, CoBIT, and NIST to an enterprise security strategy

• Experience leveraging enterprise processes and systems in a multisite environment

• Experience with IT contracts (i.e. hardware, managed services, etc.)

• Ability to travel up to 20% including some International travel.

• A minimum of 10 years of IT experience in enterprise, multi-location teams

• A minimum of 10 years in a managerial capacity managing multiple teams

• Strong leadership and interpersonal skills, sound judgement, strong analytical skills, and excellent written and verbal communication skills

• Pharma experience


• Advanced degree

• Global, pharmaceutical industry and/or life sciences experience

• Continuous Improvement methodologies eg Lean Six Sigma

Company Overview

Akorn, Inc. is a niche pharmaceutical company that develops, manufactures and markets generic and branded prescription pharmaceuticals as well as animal and consumer health products. We specialize in difficult-to-manufacture sterile and non-sterile dosage forms including: ophthalmics, injectables, oral liquids, topicals, inhalants, and nasal sprays. Akorn markets its products to retail pharmacies, ophthalmologists, optometrists, physicians, veterinarians, hospitals, clinics, wholesalers, distributors, group purchasing organizations, and government agencies.

Valid Through: 2019-10-17