Service Desk Operations Manager, EU/AP Regions

4 weeks ago


Sheffield, Sheffield, United Kingdom Certara Full time
Job Summary

As a Service Desk Operations Manager, you will be responsible for leading and supervising the IT service desk team that provides technical support to employees and customers of a global organization. This role entails overseeing the provision of top-notch IT services, ensuring adherence to service level agreements, and driving initiatives aimed at continuous improvement.

Key Responsibilities

  • Leadership: Provide strategic direction and guidance to the IT service desk team.
  • Service Delivery: Oversee the management and support of the service desk, ensuring that it meets the business needs and expectations of stakeholders.
  • Team Management: Foster a culture of transparency and high performance in the organization, with an emphasis on unifying business groups and providing insight across organizational teams.
  • Technical Acumen: Maintain high levels of technical competency for your area of expertise, supporting team members and ensuring that the IT service desk adheres to best practices and standards of IT service management.

Requirements

  • 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.

About Certara

Certara is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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