Service Desk Manager (ITIL, Service Now, GxP)

D-ploy is seeking a skilled Service Desk Manager to lead their service desk operations and ensure high-quality IT support, compliant with GxP regulations. The role involves process improvements, incident resolution, and collaboration with other IT teams, and will drive service level agreements and KPIs. The ideal candidate will have a strong background in IT service management and experience with ServiceNow.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT service management, with at least 2 years in a service desk management role.
• Strong experience with ITIL framework and methodologies; ITIL certification is highly desirable.
• Proficiency in ServiceNow or similar service desk software.
• Knowledge of GxP regulations and their application within IT service delivery.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to effectively prioritize and manage multiple tasks.
• Fluency in English; proficiency in additional languages (German) is a plus.

Benefits

• Flexible working conditions
• Paid sick days
• Vouchers
• Contributions to wellness programs
• Fishing for Friends program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary