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.

Qualifications:

• 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!