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Global IT Service Desk Manager
2 months ago
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 IT service desk team, aligning with business objectives and ensuring the delivery of high-quality services.
- Develop and implement policies, procedures, and guidelines for the IT service desk, including incident management, problem management, and knowledge management.
- Service Delivery
- Oversee the provision of top-notch IT services, ensuring adherence to service level agreements and driving initiatives aimed at continuous improvement.
- Collaborate with other IT teams and vendors to troubleshoot complex issues and deploy new solutions.
- Team Management
- Lead and mentor a team of technology professionals, fostering a culture of transparency and high performance.
- Develop and implement training programs to enhance the skills and knowledge of team members.
- Project Management
- Plan and manage projects, including setting deadlines, prioritizing tasks, and assigning team members to various deliverables.
- Oversee the development of projects, ensuring that team members are carrying out their tasks efficiently while upholding the company's standards.
- Performance Monitoring
- Monitor and report on the performance of the IT service desk, using metrics such as customer satisfaction, resolution time, and first contact resolution.
- Education
- Bachelor's degree in computer science, information systems, or related field, or equivalent work experience.
- Experience
- At least five years of experience in IT service desk management, preferably in a global or multi-site environment.
- Skills
- 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.
- Strong problem-solving, analytical, and decision-making skills, with the ability to handle complex and ambiguous situations.
- Certifications
- Certifications in IT service management, such as ITIL Foundation or ITIL Expert, are preferred.
- Additional Skills
- Resourceful in an ambiguous environment.
- Exceptional problem-solving and communication skills.
- High level of comfort communicating effectively across internal and external organizations.
