Manager, Helpdesk EMEA

Gi Group
22 Apr 2019
10 May 2019
Contract Type
Full Time
Manager, Helpdesk, EMEA

Based: Hatfield, Herts

Permanent full time position with competitive salary and excellent benefits

Includes car allowance and Bonus

Seeking an experienced Helpdesk Manager responsible for delivering industry leading technical support services to all EMEA divisions and subsidiaries with our client. This includes ICT Helpdesk services, equipment, programmes, and personnel working both locally and remotely while complying with the applicable ISO and IT Helpdesk library (ITIL) and pharmaceutical industry regulations.

Experience required:

• Budgetary Management

• Management (People & Project) and ICT Helpdesk Management experience

• Vendors/Supplier Management

• Manufacturing environment

• Previous experience in pharmaceutical/healthcare industry an advantage

• Computer Science Degree or equivalent

• ITIL Practitioner

• Prince2 Practitioner or similar (preferred)

• Significant ICT Helpdesk Management experience

Responsibilities include:

• To assist in developing and administering the annual ICT Operations Budget to ensure on-time and accurate reporting to both EMEA and Japan Finance Teams.

• Manage the regional ICT Helpdesk team.

• Develop and Maintain ICT Helpdesk services to agreed quality and service delivery standards (ICT SLAs) through performance monitoring and reporting with a focus on continuous improvement.

• Vendor Management for all third party ICT Helpdesk providers ensuring delivery is in line with business needs and contracted service/quality levels for all locations under the EMEA ICT Helpdesk remit. Such as telco providers, laptop/tablet providers, and warranty providers, etc.

• Work with the business to ensure all new software is tracked within the ICT Service management tool to capture all necessary data for the starters and leavers process. EG: Consider software termination dates/procedures

• Ownership of all ICT Helpdesk policies and procedures, such as: mobile phone allocation and ICT equipment usage, etc

• Maintain a Helpdesk environment based on the ITIL framework and applicable ISO’s.

• Manage all EMEA Wide ICT Personal Equipment Assets in order to accurately forecast replacement, end of life, and support contract termination dates.

• Maintain system of alerting for support contract termination dates in order to negotiate their renewal or give notice of termination within contracted limits.

• Assist in the implementation of improved cost effective infrastructure technical solutions that provide added value to the business and/or improve the overall service to our customers.

• Deliver a planned programme of Helpdesk projects on time and on budget that meet the required business objectives.

• Work with the ICT Operations Senior Manager to maintain an effective ICT Helpdesk strategy for the region.

• Represent the region on global technical teams to ensure that regional Helpdesk services integrate effectively with global systems.

Occasional travel to Japan, Australia, USA and within the European region.

Occasional out of hours work required

For a confidential discussion please call Allison Skeggs or Claire Paas on (phone number removed)

Gi Group Pharmaceuticals provides a tailored Account Managed Service and dedicated Pharmaceutical recruitment team and partners with many different Pharmaceutical and Biotechnology clients throughout the globe and the United Kingdom.

Gi Group are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit https://(url removed)/privacy

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