IT Service Desk Manager - Pharma

IT Service Desk Manager 

Salary & Benefits: £60k to £70k, Bonus, Private Health, Life Assurance, 25 Days Annual Leave 

nufuture has partnered with a global pharmaceutical company based in Hertfordshire and we are looking for an experienced IT Service Desk Manager to help manage and expand their operations.

The company is going through an exciting transition phase, so there will be lots of opportunities for an IT Service Desk Manager to take the lead on key projects.

As the IT Service Desk Manager, you will be responsible for overseeing and managing the IT service desk operations. You will lead a team of skilled technicians and ensure the timely resolution of technical issues while maintaining the highest level of customer satisfaction. Additionally, you will play a key role in driving continuous improvement initiatives to enhance the efficiency and effectiveness of their service desk operations.

Key Responsibilities/Experience:

• Led and manage the IT service desk team.
• Develop and implement service desk policies, procedures, and best practices to ensure consistent and high-quality support delivery.
• Monitor service desk performance metrics and KPIs, identify trends, and implement corrective actions as needed.
• Collaborate with other IT teams and departments to ensure seamless integration and alignment of service desk activities with organisational goals.
• Provide escalation support for complex technical issues and customer complaints, ensuring timely resolution and customer satisfaction.
• Conduct regular performance reviews and provide coaching and feedback to team members to foster professional growth and development.
• Drive continuous improvement initiatives to streamline processes, increase efficiency, and enhance the overall customer experience.
• Prepare regular reports and presentations for senior management to communicate service desk performance, key metrics, and improvement initiatives.
• Solid understanding of IT service management principles, ITIL framework, and service desk best practices.

Add me on LinkedIn to stay up to date with new opportunities! Search "Johnny Perrotta" and you will easily find me.

nufuture recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers

(IT Service Desk Manager, Service Desk Manager, IT Manager, Service Delivery Manager, IT Service Delivery Manager)