Service Desk Manager

Medical Research Network; Milton Keynes; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join an innovative market leader in clinical trial delivery as a Service Desk Manager. This role is pivotal in ensuring high-quality service desk operations that cater to customer needs and maintain agreed SLAs. You'll lead a dedicated team, manage ticketing systems, and collaborate with delivery teams to enhance service efficiency. With a focus on employee growth, the organization promotes a healthy work-life balance and offers flexible working options. This is an exciting opportunity to make a significant impact in a supportive environment that values diversity and inclusion.

Benefits

Generous paid leave

Medical insurance

Life insurance

Flexible working hours

Remote working options

24/7 healthcare access

Physical wellbeing support

Qualifications

• Proven experience managing a customer success or support team.
• Strong knowledge of systems and analytical thinking.

Responsibilities

• Manage service desk performance and ensure SLAs are met.
• Oversee internal Service Desk Team and document ticket processes.

Skills

Customer success management

MS O365 administration

ITSM administration

Analytical thinking

Organizational skills

Communication skills

Job description

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About MRN

Medical Research Network (MRN) is an innovative market-leader of patient and site-centric solutions and clinical trial delivery. Through our integrated in-home, at-site and digital trial solutions, we allow the medical research community to create more flexible, efficient, and accessible clinical trials. We specialise in customising the design of our solutions to optimise trial protocols and accelerate timelines. By engaging and empowering research sites and patients we increase trial recruitment and enrolment rates and improve site and patient engagement and retention around the globe.

About the role…

We are now looking for a talented Service Desk Manager to join our team in Milton Keynes, UK. The objective of the role is to ensure that the service desk provides a high quality and bespoke service to each of the customer organisations that it supports. Therefore, the role needs to ensure that the processes, systems and team (internal and external) deliver against agreed SLAs and that the customers receive a positive experience.

The Service Desk Manager will be responsible for:

1. Working with and providing regular reporting on service desk performance to MRN Technologies Senior Management Team and to all customer organisations
2. Line management to the internal Service Desk Team members
3. Ensuring that the service desk team are meeting SLAs and fully documenting their work against each ticket
4. Ownership of systems including the ticketing flow and process used to deliver the required services, ensuring that all requests are raised and do not by-pass the system or process. Also ensuring it provides sufficient information for the Service Desk Team to deal with tickets as required. This includes managing the structure and authoring many of the documents included
5. Ensure that any new support requirements are onboarded effectively so that overall quality of the service desk provision is maintained
6. Work with the delivery team to ensure that all customer organisations needs are met and that all upcoming projects are appropriately covered
7. Managing any third-party providers that are involved in the service desk process or in supporting the MRN Technologies or MRN Group infrastructure requirements and making sure they integrate effectively with MRN's internal service desk

Skills, Experience, and Qualifications…

1. Proven work experience managing a customer success or support team
2. Experience administering an MS O365 environment
3. Experience operating and administering ITSMs
4. Strong knowledge of systems and analytical thinking
5. Familiarity with administration of systems in a support and development environment
6. Excellent organisational and analytical abilities
7. Good written and verbal communication skills

Why Join us?

At MRN we offer a number of benefits designed to promote your work-life balance and make your time at MRN enjoyable and rewarding. We encourage all our employees to be ambitious, and offer great training, mentoring and career development opportunities.

Our core benefits include:

1. Generous paid leave (including an additional day off for your birthday)
2. Medical and life insurance cover

We also know how important health and wellbeing are and offer free independent 24/7 help and advice for work and home related challenges, as well as physical wellbeing support and online 24/7 access to healthcare professionals. MRN respects people’s different working preferences and the need for a healthy work-life balance and offer flexible working hours and remote working.

So, what’s next… If this sounds like you and you’d like to learn more, we would love to hear from you! Please click ‘apply now’ or get in touch with the Talent Acquisition team for more information.

MRN is proud to be an equal opportunities employer

We are an equal opportunity employer who values diversity. Our aim is to work simultaneously to promote a more inclusive and safer environment for everyone, which attracts all candidates and portrays our commitment to celebrate and promote diversity. Our aim is to ensure your application, interview process and transition to MRN is simple and personal. If you require any adjustments for any part of the application process, or to perform the essential functions of a position, please get in touch.

Data Protection – Your Rights

Should you apply for a job opportunity at the MRN, we wish to inform you that it is our intention to retain the personal data provided by you for up to 2 years from the date it is received, at which point you will be asked to provide new consent. If you have any questions or concerns regarding our processes and how your personal data will be stored, please contact us for further reassurance.

DBS Disclosure

DBS Disclosure may be requested in the event of being offered the position. Having a criminal record will not necessarily prevent you from working with us. This will depend on the nature of the position and the circumstances and background of the offence(s).

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Research Services