The Service Desk Manager is responsible for managing and developing a support team for users of our ClinSpark Software. Starting out, this is a strategic, as well as a tactical role. This responsibility requires a diverse skill set, excellent communication skills, and appreciation for the role customer support plays in making an organization successful. As a representative of Foundry Health, an IQVIA company, you will ensure that our customers’ support experience is positive and productive. Additionally, Agents will be expected to build up knowledge about our industry, products, customers, and technology partners to best service the needs of our customers. Agents will collaborate with the Foundry Health team members to learn and understand the ClinSpark application, raise urgent issues to the wider team for feedback, escalating tickets to subject matter experts (SMEs), and overall share customer feedback and insights.
Key Roles and Responsibilities
Expand capabilities and manage the Service Desk function, including recruiting and training Service Desk Agents.
Identify gaps in training materials and documentation and escalate to appropriate resources.
Review, analyze, and triage incoming service request through our support systems.
Help clarify and identify priority on issues and knowing when to flag critical items for the wider team to review.
Effectively resolve service requests and respond to customers in a considerate, professional, and timely manner. This includes ticket responses within working hours to meet contractually agreed upon service level agreements (SLA).
Assist in the identification and documentation of customer reported product issues for our teams to investigate.
Help create specifications for change requests to reports, dashboards, or other configuration driven items.
Contribute to the ongoing learning and success of our customers by sharing and contributing to knowledge base content and other support documentation.
Manage direct reports
Bachelor’s degree in related field required
ITIL training / certification preferred
5+ years of prior relevant experience
Prior experience managing a service desk
Strong software, computer, and technical skills
Experience of life sciences / medical research / computer sciences business environments
Experience of working in global teams
Excellent people management skills
Excellent communication and presentation skills
Excellent command of written and spoken English
Ability to work under pressure
Open to learning and keeping own knowledge and skill set current and evolving
Must be willing to work during international customer business hours as required
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status