Offer summary

Qualifications:

Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience)., Fluent in English with at least three years of leadership experience in IT service desk operations., Familiarity with ITIL frameworks and strong project management skills., Proficiency in data analysis and excellent communication skills..

Key responsabilities:

Document and implement operational standards for the service desk.

Develop and implement continuous improvement strategies to enhance service desk performance.

Analyze service desk operations and propose data-driven optimization solutions.

Collaborate with cross-functional teams to implement best practices and monitor key performance indicators.

Job description

Overview

Alphanumeric is hiring a talented IT Service Desk Continuous Improvement Lead to work from home for the largest big pharmaceutical brands in the world. Reporting to the Senior Director of Operations, the IT Service Desk Continuous Improvement Lead will drive efficiency, quality, and innovation within our service desk operations. The ideal candidate will be responsible for identifying areas for improvement, implementing process enhancements, and ensuring that our service desk aligns with industry best practices and organizational objectives. This role requires strong project management skills and an agile approach to change management.

Job Conditions

Country: Portugal - 100% from home.

Package: competitive salary + benefits ( teleworking of 50€ gross fixed per month - and health insurance).

Start date: ASAP

Work shift: business hours (Monday to Friday) in Portugal, but may vary based on assignment. Flexibility is well appreciated.

Type of contract: permanent.

Key Responsibilities

Document and implement operational standards for the service desk.

Develop and implement continuous improvement strategies to enhance service desk performance, efficiency, and customer satisfaction (for clients and end users).

Utilize feedback from end-users and stakeholders to drive service enhancements.

Analyze service desk operations, identify trends and propose data-driven optimization solutions.

Identify opportunities for process automation, ticket reduction, and first-call resolution improvement.

Collaborate with cross-functional teams to implement best practices and process enhancements.

Monitor key performance indicators (KPIs) and establish benchmarks for continuous monitoring and improvement.

Conduct root cause analysis (RCA) and problem management to minimize recurring issues.

Stay updated on emerging trends in IT service management (ITSM) and recommend innovative solutions.

Required Qualifications

Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience).

Fluent in English.

Proven experience of at least three years in IT service desk operations at a leadership level with a strong focus on continuous improvement.

Familiarity with ITIL frameworks and service management best practices.

Project management experience in a dynamic environment.

Proficiency in data analysis and reporting tools.

Strong problem-solving skills and ability to drive change management initiatives.

Excellent communication, collaboration, and stakeholder management skills.

Preferred Qualifications

Experience working in a managed services or BPO environment.

Experience with service desk tools such as ServiceNow.

Experience with automation tools, AI-driven service desk solutions, and process optimization.

Required profile