IT Service Desk Manager

Who We Are

FIS is Italy’s leading company in the development and production of active pharmaceutical ingredients and intermediates for the global pharmaceutical industry.

With three manufacturing sites and more than 2,300 professionals, we have been committed for nearly 70 years to research, quality, and sustainability.

Our products help improve the lives of millions of people worldwide—a responsibility we embrace with pride and passion.

Join our team and become part of a company that grows through the dedication of the people who shape it every day.

Job purpose

The Service Desk provides users with a single point of contact to log and resolve various IT requests.

The Service Desk Manager is responsible for managing the service, which includes the external help desk, internal resources, and third-party vendors. This helps provide high-quality support.

Experience

• Experience of working in a busy office environment and dealing with high volumes requests;
• Experience in working with a diverse range of operating systems and applications;
• Experience of managing staff would be desirable;
• Organize and prioritize normal workloads which include straightforward activities;
• Requirement to adjust priorities frequently as calls are received;
• Manage and prioritize own workload and workload of Service Desk.

Education & Certificates

• Desirable to have a computer or business orientated qualification;
• Desirable to have the ITIL foundation qualification;
• Experience of ServiceNow ITSM would be desirable.

Technical Skills

• Ability to use specialist tools to configure and monitor various IT assets;
• Must have a high standard of accuracy;
• Ability to understand, absorb and comply with detailed procedures;
• Able to manage more than one task at a time;
• Negotiate and discuss with colleague’s individual cases with a view to resolution suitable to the customer;
• Organize and prioritize normal workloads which include straightforward activities;
• A good understanding of Personal Computers (PCs), Printers, and business applications;
• Knowledge of computer system(s), hardware or software acquired through diploma or equivalent experience/qualification;
• Excellent knowledge of personal computer/ server hardware including configuration techniques.

Office location:

F.I.S. Head Quarters is located in Montecchio Maggiore (Vicenza).