Desktop Support Manager (Europe)

PCI Pharma Services; Tredegar; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Desktop Support Manager, where you will lead Help Desk operations across Europe. This role is pivotal in ensuring seamless IT support, collaborating with global teams, and driving service excellence. You'll manage a dedicated team, work closely with site managers, and engage in strategic planning to enhance support processes. With a commitment to employee well-being, the company offers competitive salaries, generous leave, and a range of family-friendly benefits. If you're passionate about technology and customer service, this is the perfect opportunity to make a significant impact.

Benefits

Employer Pension

Competitive Salaries

Generous Annual Leave

Family Friendly Benefits

Employee Referral Scheme

Health and Well-being Support

Cycle to Work Scheme

Development Opportunities

Qualifications

• Solid experience in Desktop Support or Service Desk operations.
• Hands-on experience managing Microsoft 365 environments.
• Strong technical capability in troubleshooting hardware and software.

Responsibilities

• Manage Desktop Support personnel and processes across Europe.
• Ensure consistency of Global IT Support and enforce standards.
• Analyze Desktop team performance and improve service quality.

Skills

Desktop Support

Microsoft 365 (O365)

Troubleshooting

Project Coordination

Communication Skills

Analytical Problem-Solving

Tools

Active Directory

Job description

Life-changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

We are PCI.

Our investment is in People who make an impact, drive progress, and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

The Role

We're looking for a Desktop Support Manager (Europe) to lead and coordinate Help Desk operations across our European sites. Acting as the main escalation point for desktop support issues in the region, you’ll work closely with global IT leaders to ensure service levels are met. You'll build strong relationships with site managers and key stakeholders to align IT support with both local and global priorities. This role also involves collaborating with counterparts in North America and the global service desk team to maintain a seamless, aligned support experience.

Regular travel is a key part of this role, including weekly visits to our UK sites in Tredegar, Hay-on-Wye, and Bridgend, as well as regular travel across our wider European locations.

Responsibilities

1. Manage all Desktop Support personnel in Europe and assist in managing all Desktop Support process globally.
2. Provide strategic and tactical planning, evaluation, and coordination of Desktop Support for Europe.
3. Ensure the consistency and maintainability of Global IT Support by working with the Director, Global IT Support, and by creating, maintaining, and enforcing standards, procedures, and SLAs pertaining to IT support.
4. Work closely with the overseer of the Service Desk to manage the processing of incoming tickets to the desktop support/help desk to ensure courteous, timely, and effective resolution of end-user issues.
5. Analyze performance of Desktop team activities and document resolutions, identify problem areas, and devise and deliver solutions to improve quality of service and to prevent future problems.
6. Work closely with Global IT Support leadership to conduct research on emerging products, services, and standards in support of desktop and helpdesk technology.
7. Define hardware and software standards in cooperation with owners of systems and global IT.
8. Direct, train, mentor, and prioritize the workload of subordinate personnel.
9. Develop and maintain relationships with all Europe site general and site managers.
10. Work with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
11. Manage user accounts within O365 and Active Directory when necessary.
12. Ensure alignment with all PCI cyber and infrastructure policies as they relate to desktop technology, end-user system deployments, and processes.
13. Manage local efforts for local desktop-related projects as directed by the Director, Global IT Support.
14. Participate in and occasionally lead global projects when approved by the Director, Global IT Support.
15. Act as the primary point of contact for escalation of desktop issues for all European sites.
16. Conduct performance reviews and provide corrective actions for staff reporting directly to this position.
17. Provide out-of-hours support where deemed necessary and appropriate by the Director, Global IT Support.
18. Travel to any locations globally as deemed necessary by the Director, Global IT Support.

Qualifications/Requirements

• Solid experience in Desktop Support or Service Desk operations, with a track record of supervising projects, employees, contractors, or vendors.
• Hands-on experience managing and administering Microsoft 365 (O365) environments.
• Strong technical capability in installing software, troubleshooting hardware and software issues, and supporting end-user devices.
• Demonstrated leadership and project coordination skills, with the ability to drive team performance and deliver results.
• Ability to work under pressure, manage competing priorities, and respond effectively in high-demand or emergency situations.
• Strong judgment and decision-making skills, with a logical and analytical approach to problem-solving.
• Excellent communication skills—both written and verbal—with the ability to translate complex technical information into user-friendly language.
• Highly self-motivated, proactive, and committed to delivering a high standard of customer service.
• A good understanding of business operations and how IT can support wider organizational goals.

At PCI, we believe that our employees are our most valuable asset. That's why we are committed to providing a benefits package designed to support your well-being and enhance your overall quality of life. Here's what we offer:

• Employer Pension: Secure your future with our employer pension scheme (above statutory pension).
• Competitive Salaries: We offer competitive salaries that reflect your dedication and contributions.
• Generous Annual Leave: Enjoy 25 days of annual leave, plus bank holidays.
• Family Friendly Benefits: Enjoy a range of benefits designed to support your family life.
• Employee Referral Scheme: Know someone perfect for our team? Refer them and receive £500 as our way of saying thank you!
• Staff Engagement: Recognition schemes and long-service awards.
• Health and Well-being: Support with sick pay, 24/7 GP access, mental health support, and life assurance up to 4x salary.
• Cycle to Work Scheme.
• Development Opportunities: Training programs, coaching, LinkedIn Learning, and further education.

#LI-AT1

Join us and be part of building the bridge between life-changing therapies and patients. Let’s talk future.

Equal Employment Opportunity (EEO) Statement:

PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

At PCI, Equity and Inclusion are at the core of our company’s purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity – at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies, and programs, marketing approach, and workplace culture.

About the company

For excellence in Pharmaceutical Outsourcing, who can you trust? Rely on us for your outsourced pharma services. Let's talk future.