Service Desk Manager (ITIL, Service Now, GxP)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are currently seeking a skilled Service Desk Manager who will be responsible for leading our service desk operations and ensuring high-quality IT support in compliance with GxP regulations. This individual will drive process improvements, oversee ticket management tools like ServiceNow, and ensure effective incident resolution.

Key Responsibilities:

• Manage the daily operations of the service desk, ensuring effective and efficient incident and request handling.
• Implement and oversee ITIL best practices within the service desk team, ensuring compliance with GxP regulations and standards.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance.
• Manage relationships with key stakeholders, providing regular updates and feedback regarding service desk performance and customer satisfaction.
• Drive service improvement initiatives and process optimizations to enhance customer experience and operational efficiency.
• Coordinate with relevant IT teams to resolve complex incidents and facilitate knowledge sharing across the organization.
• Provide training and support to service desk staff to promote a high level of technical expertise and customer service.
• Contribute to the planning and execution of service desk projects and system implementations, particularly regarding ServiceNow.

Requirements:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT service management, with at least 2 years in a service desk management role.
• Strong experience with ITIL framework and methodologies; ITIL certification is highly desirable.
• Proficiency in ServiceNow or similar service desk software.
• Knowledge of GxP regulations and their application within IT service delivery.
• Exceptional communication and interpersonal skills to effectively engage with stakeholders at all levels.
• Strong analytical and problem-solving skills, with a focus on process improvement.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Fluency in English; proficiency in additional languages (German) is a plus.

Benefits:
• Broad range of activities, tasks, and projects
• Flexible working conditions
• Paid sick days
• Vouchers (B-day voucher, wedding, and new born surprise)
• Contributions to wellness programs (multisport card)
• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?