Head of Service Desk

Our client is a leading German company in the pharmaceutical industry with a global presence. They are currently seeking to hire a Head of Service Desk to join their team.

Key Responsibilities:

Leadership: Manage and mentor a diverse international team.
Process Implementation: Develop and optimize service desk processes for efficiency and customer satisfaction.
Performance Management: Monitor service desk metrics to maintain high service standards.
Customer Support: Oversee technical issue resolution for internal and external customers.
SLA Management: Ensure consistent adherence to Service Level Agreements.
Collaboration: Align service desk operations with business objectives, working with other IT departments.
Continuous Improvement: Identify and implement process improvements.
Training and Development: Ensure ongoing staff training and expertise.
Mentorship: Foster a supportive environment for employee growth.
Agility and Proactivity: Drive changes to improve service delivery.
ITSM System Management: Manage and develop the IT Service Management system.
Coordination: Coordinate with CIOs of various countries.
Incident and Problem Management: Develop strong management processes.
Budget Management: Ensure cost-effective operations within the budget.
First-Level Services: Provide first-level support for SAP, Infrastructure, and other applications.

Qualifications:
Bachelor's degree in IT, Computer Science, or related field.
Minimum 7 years' experience in an international service desk leadership role.
Proven service desk management experience.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to implement and optimize processes.
Proficiency in service desk software and tools.
Strong analytical and problem-solving skills.
Experience with ITIL or similar frameworks.
Fluent in English and Spanish; German is a plus.
Provide two role-related references.

Benefits:
Competitive salary and benefits.
Opportunities for growth and development.
Collaborative work environment.
Hybrid work option.
Global team engagement and impact opportunity.

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