Service Desk Manager (ITIL, Service Now, GxP)

D-ploy is seeking a skilled Service Desk Manager to lead service desk operations, ensuring high-quality IT support in compliance with GxP regulations. The successful candidate will drive process improvements, oversee ticket management tools, and manage relationships with key stakeholders.

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 to effectively engage with stakeholders at all levels.
• Strong analytical and problem-solving skills, with a focus on process improvement.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Fluency in English; proficiency in additional languages (German) is a plus.

Benefits

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Paid sick days
• Vouchers (B-day voucher, wedding, and new born surprise)
• Contributions to wellness programs (multisport card)
• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits