Technical Support Manager

2 months ago

Hoddesdon, Hertfordshire, United Kingdom Pharmaron Full time
Job Summary

We are seeking a highly skilled and experienced Service Desk Team Lead to oversee the daily operations of our service desk, ensuring efficient and effective support services for our end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service.

Key Responsibilities
  • Lead and supervise a team of service desk analysts, providing coaching, mentoring, and performance feedback.
  • Coordinate and prioritize service desk activities, ensuring adherence to Service Level Agreements (SLAs).
  • Monitor service desk performance metrics, analyze trends, and identify improvement opportunities.
  • Produce regular reports for Senior Management.
  • Provide hands-on technical support, handling incidents, requests, and escalations (50-60% of role).
  • Serve as a point of escalation for complex issues, providing troubleshooting guidance and resolution coordination.
  • Develop and maintain service desk procedures, documentation, and knowledge bases.
  • Become the Subject Matter Expert (SME) and Administrator for the IT Service Management (ITSM) system, providing training and ensuring ongoing system improvement.
  • Collaborate with other IT teams to resolve escalated incidents and coordinate service requests.
  • Conduct team meetings, training sessions, and performance reviews.
  • Ensure compliance with IT policies, procedures, and industry regulations.
  • Stay current with industry trends and best practices in IT service management.
  • Advocate for customer service excellence and promote a service-oriented culture.
About Us

Pharmaron is a dynamic, fast-growing company, with an enviable reputation for leading-edge science, offering contract research services to some of the world's leading pharmaceutical companies. We believe in our ability to relentlessly push forward the boundaries of scientific excellence, delivering solutions for our clients, always operating ethically and with integrity. We take pride in our professionalism and commitment to always deliver our very best work.

What We Offer
  • A competitive salary and a progressive and comprehensive suite of employee benefits.
  • A state-of-the-art working environment on site.
  • The opportunity for growth and development, with support for funding relevant training and development programs.

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