Service Desk Manager

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Service Desk Manager
Job description
Here at Sciensus a new opportunity has arisen for a Service Desk Manager to join our talented IT team.

Essentially, you will be responsible for the leadership and delivery of user-facing support services, business facing service management, and high quality internal and external supplier management.

This is a management role within the IT Department driving change and excellence through your focus on exceptional performance management.

You will have full responsibility and day to day management for the tech support team and ensure that skills and experience match requirements of the services provided.

We will expect you to proactively identify service improvement opportunities, lead on the implementation along with owning software licensing and pro-actively drive cost savings and efficiency where possible.

Sciensus is a life sciences business specialising in patient access, engagement and insight solutions. We provide healthcare to patients with long-term conditions, rare diseases and cancer.

For 30 years, we've supported patients to access the life-changing treatment they need, in the comfort and convenience of their own homes across the UK and Europe. Today, we combine our clinical experience from over 70 million patient interactions with the latest technology to help over 200,000 patients a year make the most of their medicine.

So, using unparalleled insights, we connect with people powerfully and personally, focusing on their unique needs, empowering them to achieve their goals, and supporting them every step of the way.

Why would I work at Sciensus ... the benefits?

We work hard to make sure colleagues feel motivated, developed, and recognised for the great work they do. Additional to a competitive, we also offer a comprehensive benefits package.

This all sounds great - What key skills do I need to apply:

• Previous experience managing or supervising an IT service desk team, ideally within a healthcare or similarly high-demand industry.
• Strong familiarity with Microsoft 365, Azure, Windows Server, Active Directory, and Microsoft Exchange.
• Experience in managing user accounts, permissions, and policies within a Microsoft environment.
• Demonstrated ability in managing customer interactions and ensuring a high level of service satisfaction.
• Skilled in coaching and training service desk staff to deliver customer-focused support.
• Experience of developing new policies, processes and procedures and successfully embedding them across multiple teams and developing, maintaining, and managing out of hours support services
• Hands-on experience with service management tools, such as ServiceNow, Zendesk and Ivanti (desirable)
• Experience in creating reports on key performance indicators (KPIs) and using analytics to drive continuous improvement on the service desk.
• Ability to manage and track SLAs, ensuring timely resolution of incidents.
• Skilled in diagnosing and resolving a wide range of technical issues within Microsoft environments.
• Proficient in identifying root causes and implementing long-term solutions to minimise repeat issues.
• Experience of managing cloud services and cloud service providers
• Ability to convey technical detail in a non-technical manner to non-technical staff
• Line / People management

Understanding of ITIL principles, particularly incident, problem, and change management processes.

Sciensus is a place that values difference and promotes respect. We are committed to the fair treatment of all candidates, regardless of race, gender, religion, sexual orientation, age or disability.

We actively promote equality for all, welcome applications from a wide range of candidates and select interviewees based on skills, qualifications, and experience.

Sciensus takes equal opportunities and improving the working lives of our colleagues seriously, which could include flexible working. We also support with any reasonable adjustments required. Please talk to us during the application process to discuss any reasonable adjustments you may require.

We are committed to achieving Net Zero and reducing our ecological footprint. We are constantly working on new initiatives, some of our more recent ones include working towards Level 2 in the Greener Pharmacy Toolkit and replacing many of our vans with lower CO2 emission models. For information on other projects and our wider approach to sustainability please click here