Service Desk Manager EU/AP Regions

4 weeks ago


Sheffield, Sheffield, United Kingdom Certara Full time
Overview

Certara is seeking a highly skilled Service Desk Manager to lead our IT service desk team in the EU/AP regions. As a key member of our global IT organization, you will be responsible for delivering exceptional services to our professional services, software, and corporate business units.

The successful candidate will have a proven track record of managing and supporting IT service desks, with a strong focus on customer satisfaction, resolution time, and first contact resolution. You will work closely with other IT teams and vendors to troubleshoot complex issues and deploy new solutions.

Responsibilities
  • Lead and manage the IT service desk team in the EU/AP regions
  • Develop and implement policies, procedures, and guidelines for the IT service desk
  • Collaborate with business stakeholders to deliver a consistent level of service
  • Manage the budget and resources of the IT service desk
  • Foster a culture of transparency and high performance in the organization
  • Build and develop a high-performing team of technology professionals
  • Drive decisions using data from disparate systems
  • Evaluate and recommend new technologies and tools to enhance the efficiency and effectiveness of the IT service desk
Qualifications
  • Bachelor's degree in computer science, information systems, or related field
  • 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
  • Excellent communication, interpersonal, and leadership skills
  • Strong problem-solving, analytical, and decision-making skills
  • Certifications in IT service management, such as ITIL Foundation or ITIL Expert, are preferred

Certara is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.



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