Service Desk Manager

7 days ago

Sheffield, Sheffield, United Kingdom Certara Full time
About the Role

Certara is seeking a highly skilled and experienced Service Desk Manager to lead our global IT service desk operations in the EU/AP Regions. As a key member of our IT team, you will be responsible for overseeing the management and support of our service desk, ensuring that our team members have the resources and capabilities to perform at their peak in serving our customers.

Key Responsibilities
  • Leadership
    • Provide strategic direction and leadership to the service desk team, ensuring that they are equipped to deliver exceptional service to our customers.
    • Develop and implement policies, procedures, and guidelines for the IT service desk, including incident management, problem management, and knowledge management.
  • Service Desk Operations
    • Oversee the day-to-day operations of the service desk, ensuring that all requests are handled in a timely and efficient manner.
    • Manage the budget and resources of the service desk, ensuring that we are meeting the business needs and expectations of our stakeholders.
  • Technical Acumen & Project Facilitation
    • Maintain high levels of technical competency for your area of expertise, supporting team members as needed.
    • Collaborate with other IT teams and vendors to troubleshoot complex issues and deploy new solutions.
  • Training and Culture
    • Foster a culture of transparency and high performance in the organization, emphasizing the importance of unifying business groups and providing insight across organizational teams.
    • Build from within by providing opportunities for team members and ensuring career advancement.
  • Qualifications
    • Bachelor's degree in computer science, information systems, or related field, or equivalent work experience.
    • At least five years of experience in IT service desk management, preferably in a global or multi-site environment.
    • Strong knowledge of IT service management frameworks, such as ITIL, and IT service desk tools, such as ServiceNow.
    • Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and customers.

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