Global Service Desk Manager

A career at Resilience is more than just a job – it’s an opportunity to change the future.

Resilience is a technology-focused biomanufacturing company that’s changing the way medicine is made. We’re building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need. 

For more information, please visit www.resilience.com

Job Summary: 

The Digital Service Desk Manager leads the digital service desk team in delivering high-quality technical support for all end user services. This role involves managing day-to-day operations, monitoring service levels, and implementing strategies to improve the overall efficiency of the service desk. The manager will oversee incidents and request management, drive service excellence, and ensure alignment with IT governance, security, and business objectives. This role requires a hands-on leader who can actively engage in ticket triage, incident resolution, and major incident management when needed.

Key Responsibilities: 

• Manage Service Desk Operations: Lead distributed 24/7 support teams. Oversee daily service desk activities, ensuring timely response to support requests, incident resolution, and service delivery. Drive standardization while respecting regional nuances.

• Team Leadership: Lead and mentor a team of service desk technicians, providing guidance on technical issues, career development, and best practices.

• Service Level Management: Monitor service levels, ensuring that service desk objectives such as response times, ticket resolution times, and customer satisfaction are met or exceeded.

• Operational Excellence: Strong command of ITIL processes (Incident, Request, Problem, Change). Define and monitor SLAs, and KPIs. Drives continuous service improvement.

• Incident and Problem Management: Ensure incidents are accurately logged, prioritized, and resolved according to service level agreements (SLAs). Facilitate root cause analysis and problem resolution.

• User Support: Coordinate support for end-users across multiple channels (phone, email, chat, etc.) for digital platforms, software, hardware, and network-related issues.

• Knowledge Management: Maintain an up-to-date knowledge base, ensuring that support documentation is accessible and current for both the service desk team and users.

• Continuous Improvement: Implement service desk improvement initiatives to enhance efficiency and user experience. Track metrics and analyze trends for process improvement.

• Technology Integration: Collaborate with other IT teams to support integration and updates to digital tools, ensuring seamless service delivery.

• Reporting: Generate regular reports on service desk performance, incident trends, and customer feedback. Present findings and recommendations to senior management.

• Budget Management: Manage the service desk budget, including resource allocation, tools, and training.

Minimum Qualifications: 

• Significant experience in IT service management frameworks (e.g., ITIL).

• Proven experience in a leadership role, including team management and operational oversight.

• Proficiency in ITSM software and tools.

• Excellent problem-solving and communication skills.

• Ability to lead and motivate a team.

• Experience with data analysis and reporting.

Preferred Qualifications: 

• Education: Bachelor’s degree in information technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are advantageous.

• Experience: 12+ years of experience in IT service management, with at least 5 years in a leadership role.

• Experience with ServiceNow, Okta, Microsoft

• Experience in managing local and remote teams

• Familiarity with digital transformation projects

• Strong understanding of customer service principles

Sponsorship or support for work authorization, including visas, is not available for this position.

Resilience is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, physical or mental disability, genetic