Overview
In your role as a Service Desk Manager in Information Technology at Certara, you are integral to a dynamic, global IT organization dedicated to delivering robust and exceptional services to our professional services, software, and corporate business units. This ensures that our team members have the resources and capabilities to perform at their peak in serving our customers.
The Information Technology department depends on expertise and discernment to strategize and meet objectives by adopting industry-standard methodologies, governance, and tools. As a Service Desk Manager, you will oversee the management and support of the service.
The Global IT Service Desk Manager is tasked with leading and supervising the IT service desk team that offers technical support to both employees and customers of a worldwide 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.
The manager is also responsible for collaborating with other IT teams and vendors to troubleshoot complex issues and deploy new solutions. This position demands a comprehensive understanding of services and software organizations, as well as internal corporate operations. While it is primarily a leadership role, the candidate should also be adept at taking a hands-on approach and utilizing the expertise of cross-functional teams to achieve successful results.
Responsibilities
* Leadership
o Understanding that leadership is a privilege, and the measurement of your success comes through the success of others
o Support the strategic roadmap for your core function (Service Desk operations, Infrastructure, or Business Applications) which aligns with business objectives
o Engage with business stakeholders on projects and through submitted requests to deliver a consistent level of service
o Develop and implement policies, procedures, and guidelines for the IT service desk, such as incident management, problem management, and knowledge management
o Exhibit Certara and IT core values while leading and mentoring a team of technology professionals to accomplish the responsibilities of this role
o Ability to drive decisions using data from disparate systems in support of thoughtful decisions
o Evaluate and recommend new technologies and tools to enhance the efficiency and effectiveness of the IT service desk.
o Manage the budget and resources of the IT service desk, and ensure that the IT service desk meets the business needs and expectations of the stakeholders.
* Training and Culture
o Foster a culture of transparency and high performance in the organization with an emphasis on unifying business groups and providing insight across organizational teams
o Build from within by providing opportunities for team members and ensuring career advancement
o Believe in and promote the concept of a meritocracy to ensure team members at all levels have a voice and can share ideas to enhance the business
o Ensure team composition is highly diverse in experience, background, and geography
o Recruit, Hire, Empower, Promote, and Retain a world-class IT organization built for growth & scale
* Technical Acumen & Project Facilitation
o Maintain high levels of technical competency for your area of expertise as part of your role in support of team members
o Understand functional requirements of IT areas in Service Delivery, Infrastructure, Business Applications, Project Management, and Compliance to work collaboratively
o Planning project management, including setting deadlines, prioritizing tasks, and assigning team members to various deliverables
o Overseeing the development of the project and ensuring that team members are carrying out their tasks efficiently while upholding the company's standards.
o Ensure that the IT service desk adheres to the best practices and standards of IT service management, such as ITIL.
Monitor and report on the performance of the IT service desk, using metrics such as customer satisfaction, resolution time, and first contact resolution.
Qualifications
* 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.
* Strong problem-solving, analytical, and decision-making skills, with the ability to handle complex and ambiguous situations.
* Customer-oriented, results-driven, and quality-focused mindset, with the ability to prioritize and manage multiple tasks and projects.
* Certifications in IT service management, such as ITIL Foundation or ITIL Expert, are preferred.
* Resourceful in an ambiguous environment
* Exceptional problem-solving and communication skills
* High level of comfort communicating effectively across internal and external organizations
* Experience with Security, Audit, Risk Management, and compliance expected (SOX, ISO) preferred
* Expertise working on large and deeply transformative projects with a focus on change management
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