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IT Service Desk Operations Manager
1 month ago
As a key member of our IT team, we are seeking an experienced Service Desk Team Lead to oversee the daily operations of our service desk. This is an exciting opportunity for you to make a real impact in a highly scientific and regulated environment, demonstrate leadership, ambition, and the desire to grow with the department.
About Us:
We are a dynamic, fast-growing company with an enviable reputation for leading-edge science. Our contract research services cater to some of the world's leading pharmaceutical companies, solving complex scientific challenges. We operate ethically and with integrity, taking pride in our professionalism and commitment to delivering exceptional work.
The Role:
The successful candidate will lead and supervise a team of service desk analysts, providing coaching, mentoring, and performance feedback. You will be responsible for coordinating and prioritizing service desk activities, ensuring adherence to SLAs. Additionally, you will monitor service desk performance metrics, analyze trends, and identify improvement opportunities. Other key responsibilities include producing regular reports for senior management, providing hands-on technical support, and collaborating with other IT teams to resolve escalated incidents and coordinate service requests.
Key Requirements:
To be successful in this role, you will need a Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience. Proven experience in IT service desk or technical support, with leadership experience preferred, is essential. Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies is also required. Familiarity with IT service management frameworks and practices (ITIL, ISO) and experience with service desk tools are highly desirable. Excellent leadership, communication, and interpersonal skills are necessary to excel in this position.
What We Offer:
In addition to a competitive salary, we offer a progressive and comprehensive suite of employee benefits, including state-of-the-art working facilities on-site. We also provide opportunities for growth and development, supporting funding for relevant training and development programs. Join us in building and shaping your career in a dynamic and supportive environment that sets and commits to the highest standards.
