IT Service Desk Operations Lead

3 weeks ago


Boston, Massachusetts, United States PA Consulting Full time
Job Summary

We are looking for a seasoned IT Service Desk Operations Lead to oversee our front-line and advanced service desk operations and strategy. This individual will be responsible for driving the delivery of high-quality services for our clinical and biopharmaceutical clients, ensuring consistent SLA commitments are met or exceeded.

The ideal candidate will have a strong background in managing IT service desks for complex B2B software platforms or services, preferably in a regulated domain. They should possess excellent organizational skills, strong communication abilities, and experience configuring and maintaining multiple projects on service management software.

About the Role:

  • Lead the service desk team to ensure efficient and effective issue resolution.
  • Collaborate with software and data engineering leads to prioritize issues and communicate status to PA and client leadership.
  • Evaluate incoming issues, assign them to appropriate personnel, and track through resolution.
  • Ensure all support workflows and content comply with privacy and security guidelines.

Requirements:

  • 5+ years of experience managing an IT service desk for a complex B2B software platform or service, preferably in a regulated domain.
  • Experience simultaneously managing L2/L3 service for multiple products or accounts.
  • Strong organizational skills, both to keep the service desk operating efficiently and to identify opportunities to optimize processes and tools.
  • Strong communication skills to explain problems and their solutions to customers and internal stakeholders.

Salary: $130,000 - $160,000 per year, depending on experience.



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