Job Introduction
IT Service Desk Team Lead
Hoddesdon, Hertfordshire
A Service Desk Team Lead to oversee the daily operations of the service desk, ensuring efficient and effective support services for end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service. The Service Desk Team Lead also collaborates with other IT teams and stakeholders to improve service delivery and enhance user satisfaction.
At Pharmaron we offer:
- Vibrant and dynamic employment – we are a highly specialised, growth company operating in a critical sector of the economy – our future is strong and exciting!
- Opportunities to develop your skills and yourself – our rapid growth brings greater opportunities for you to learn and grow faster!
- A great team where we all support each other – enjoy your work – after all you spend about a third of your time here!
Requirements:
- Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
- Proven experience in IT service desk or technical support, with leadership experience preferred.
- Certifications such as ITIL Foundation, SDI SDA and Team Lead, or CompTIA IT Operations Specialist.
- Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies.
- Familiarity with IT service management frameworks and practices (ITIL, ISO), and experience with service desk tools.
- Excellent leadership, communication, and interpersonal skills.
- Experienced in developing and producing regular reports for senior management.
- Strong organizational and time management skills.
- Customer-focused attitude with a commitment to delivering high-quality service.
- Analytical mindset with the ability to analyse data and make data-driven decisions.
Key roles and responsibilities:
- Lead and supervise a team of service desk analysts, providing coaching, mentoring, and performance feedback.
- Coordinate and prioritize service desk activities, ensuring adherence to SLAs.
- Monitor service desk performance metrics, analyse trends, and identify improvement opportunities.
- Produce regular reports for Senior Management.
- Provide hands-on technical support, handling incidents, requests, and escalations (50-60% of role).
- Serve as a point of escalation for complex issues, providing troubleshooting guidance and resolution coordination.
- Develop and maintain service desk procedures, documentation, and knowledge bases.
- Become the SME and Admin for the ITSM system, providing training and ensuring ongoing system improvement.
- Collaborate with other IT teams to resolve escalated incidents and coordinate service requests.
- Conduct team meetings, training sessions, and performance reviews.
- Ensure compliance with IT policies, procedures, and industry regulations.
- Stay current with industry trends and best practices in IT service management.
- Advocate for customer service excellence and promote a service-oriented culture
Our Company: “We are a dynamic, fast-growing company, with an enviable reputation for leading edge science, offering contract research services to some of the world’s leading pharmaceutical companies, solving what were believed to be unsolvable scientific challenges”.
We believe in our ability to relentlessly push forward the boundaries of scientific excellence, delivering solutions for our clients, always operating ethically and with integrity. We take pride in our professionalism and commitment to always deliver our very best work. Pharmaron acquired the Hoddesdon campus, consisting of several purpose built scientific and administrative buildings together with a purpose built conference area in February 2017. The research building has more than 5,000m2 of premier R&D space and houses an established Process Chemistry, Analytical Chemistry and Drug Discovery teams. In addition, a Formulation Development team was also recently established. The Hoddesdon site has state-of-the-art Good Manufacturing Practice (GMP) standard facilities for the development of Active Pharmaceutical Ingredients (API), Formulation Development (FD) and Process Chemistry (PC).
- We offer a competitive salary and a progressive and comprehensive suite of employee benefits.
- We offer state of the art working environment on site.
- We offer the opportunity for growth and development and will support funding for relevant training and development programmes.
Why Should You Apply?
- This is an opportunity for you as a Service Desk Team Lead to make a real impact in a highly scientific and regulated environment, demonstrate leadership, ambition and the desire to grow with the department.
- Build and shape your career in an environment that sets and commits to the highest standards.
- To be part of a team who support each other, embrace and solve technical challenges and put excellence at the heart of all that we do.
Pharmaron is a premier R&D service company supporting the life sciences industry. Founded in 2004, Pharmaron has invested in its people and facilities having established diverse drug R&D service capabilities, ranging from synthetic, medicinal, and analytical chemistry, biology, DMPK, pharmacology, drug safety assessment, radiochemistry and isotopically labelled metabolism, chemical & pharmaceutical development to clinical development. With operations in China, US and UK staffed by over 19,000 employees, Pharmaron has an excellent track record in the delivery of R&D solutions to its partners in North America, Europe, Japan, and China.