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Manager, IT Services Desk

Manager, IT Services Desk

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Manager, IT Services Desk

  • Location:

    United States of America

  • Sector:

    Technical Operations - Pharma

  • Contact:

    Jonathan Buggs

  • Salary:


  • Job type:


  • Contact email:

  • Job ref:


  • Published:

    6 months ago

  • Duration:

    6 months

  • Startdate:


MSI Pharma are a leading international supplier of recruitment services to the Pharmaceutical, Medical Device and Biopharma sectors.

We're seeking an experienced IT Services Desk Manager to lead our dynamic team. If you have a strong background in ITSM tools, people management, and process automation, we want to hear from you!

Key Responsibilities:

  • Utilize strong metrics and SLA skills for effective reporting via ServiceNow performance analytics.
  • Lead a 10+ member team with proven people management expertise.
  • Perform extensive data analysis, transforming it into insightful views and dashboards.
  • Drive the development and operations of ServiceNow platform applications.
  • Oversee process automation, leveraging your understanding of automation principles.

Supervisory Skills:

  • Build and lead cohesive teams, providing coaching and development.
  • Set the strategic vision for the service desk and plan both short-term and long-term team actions.
  • Strong communication skills for stakeholder influence and advocacy of necessary resources.
  • Think critically about systems, adjusting strategies as needed.
  • Efficient time management and team leadership, setting a positive tone.


  • 8+ years of experience in Service Management (Required).
  • ITIL® or ITSM certification.
  • Proficiency in various OS systems: Windows, MacOS, Android, iOS.
  • Familiarity with Microsoft and Amazon virtual environments like Azure and AWS.
  • ServiceNow experience: 4+ years (Required).

Other Skills:

  • Excellent time management, organisational, and follow-through abilities.
  • Ability to work independently and willingness to work off hours if required.

If you're ready to take on a challenging and rewarding role, driving excellence in IT Service Management, apply now to make a significant impact in our organisation!