JUMP TO CONTENT
Shortlist
search jobs Search
About the role ICON and you Application Process Day in the life Who we are

IT Manager (Service Desk)

011226_2

About the role

This vacancy has now expired. Please click here to view live vacancies.
1.             PURPOSE OF THE JOB:
 

·         .
Responsible for the management of IT Service Desk Operations as part of the global service delivery management team.

 
2.             JOB FUNCTIONS/RESPONSIBILITIES:
 

·         .
*Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
·         .
*As a Manager, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
·          
*Manages IT service desk activities for the global service delivery team.
·          
*Oversees service desk operations and acts as an escalation point for staff and serious system problems.  Instructs IT support staff to perform minor remedial actions to correct problems based on knowledge of system operation. Refers all major hardware problems to service personnel for correction in a timely manner.
·          
*Manages, analyzes and provides metrics around the service desk system and distributes findings to Director, IT as well as to the management of other functional areas of IT
·          
*Attends weekly Change Control and monthly Problem Management meetings to gain awareness of changes to the landscapes/problems within the landscape and to ensure the appropriate actions are taken
·          
*Manages the integration of IT services, projects and support for new and existing ICON offices
·          
*Provides periodic updates to Regional Office Directors as necessary and attends local office meetings as scheduled.
·          
*Assists in the creation and enforcing of ICON’s computing policies as outlined in the employee handbook to the offices under their control.
 
·          
*Manages computer standardization, support, policies, and layout for all relevant office locations.
·          
*Travels to all offices periodically to review staff performance, conduct performance appraisals and audit the IT operations at each office under their responsibility.
 
·          
Attends technical conferences and seminars to keep abreast of new software and hardware product developments. Reads trade magazines and utilizes other resources to obtain the latest product information.
 
·          
Researches and recommends new technological strategies to senior management.
·          
Other duties as assigned

 
*Essential Functions
 
3.         QUALIFICATIONS/EXPERIENCE REQUIRED:

·         .
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
·          
Bachelor's degree in Information Technology, Computer Information Systems, Computer Science or equivalent degree, AND/OR
·          
A minimum of three years of experience in an IT Management related position
·          
A team player with ability to communicate across functional departments
·          
Good proficiency in English
·          
Appropriate in-depth IT knowledge
·          
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from the staff.
·          
*Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
·          
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
·          
Due to the nature of this position it may be required for the employee to travel (less than 10%).  Therefore, dependent on the employees location, the employee may be required to possess a valid Drivers license.

List #1

Day in the life

Silver ribbon
Recognising World Schizophrenia Day through Research and Compassion

Teaser label

Industry

Content type

Blogs

Publish date

05/22/2025

Summary

World Schizophrenia Awareness Day 2025 Every year on 24 May, World Schizophrenia Awareness Day offers a vital opportunity to raise awareness, dismantle stigma, and celebrate the strength of individ

Teaser label

Explore how ICON is advancing schizophrenia research and addressing stigma through clinical innovation.

Read more
Ovarian cancer knot being held in woman's hands
Standing Strong on Ovarian Cancer Day

Teaser label

Inside ICON

Content type

Blogs

Publish date

05/08/2025

Summary

Standing Strong on Ovarian Cancer Day:    ICON's Commitment to Advancing Care Ovarian cancer remains one of the most challenging gynaecologic malignancies, both in terms of detection and treatmen

Teaser label

Martin Lachs, VP, Oncology Project Management at ICON discusses ICON’s role in advancing ovarian cancer research.

Read more
Nurse and patient
Patient Centricity in Clinical Research

Teaser label

Industry

Content type

Blogs

Publish date

05/07/2025

Summary

Patient Centricity in Clinical Research: What it is and Why it Matters In the past, clinical research was designed around the needs of sponsors, researchers, and regulatory bodies. Patients were of

Teaser label

Discover how patient centricity is reshaping clinical research by placing participants at the heart of study design and execution.

Read more
View all

Similar jobs at ICON

Senior Medical Writer

Salary

Location

Beijing

Department

Medical Affiars & Medical Writing Roles

Location

Beijing

Remote Working

Office Based

Business Area

ICON Strategic Solutions

Job Categories

Medical Writing

Job Type

Permanent

Description

As a Senior Medical Writer you will join ICON plc - a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsou

Reference

2025-118559

Expiry date

01/01/0001

Xiangilan Liu

Author

Xiangilan Liu
Xiangilan Liu

Author

Xiangilan Liu
Read more Shortlist Save this role
Read more Shortlist Save this role
CTA

Salary

Location

Sydney

Department

Clinical Operations Roles

Location

Sydney

Remote Working

Office Based

Business Area

ICON Strategic Solutions

Job Categories

Clinical Trial Support

Job Type

Permanent

Description

Role: Clinical Trial Associate (6 months, fixed-term)Location:Sydney, hybrid As a Clinical Trial Associate you will have the opportunity to work with one of the world’s leading pharma & biotech compan

Reference

2025-119572

Expiry date

01/01/0001

Joanne Shin

Author

Joanne Shin
Joanne Shin

Author

Joanne Shin
Read more Shortlist Save this role
Read more Shortlist Save this role
CRA II

Salary

Location

Korea, South

Department

Clinical Monitoring

Location

South Korea

Seoul

Remote Working

Remote

Business Area

ICON Strategic Solutions

Job Categories

Clinical Monitoring

Job Type

Permanent

Description

CRA I or II, Home-Based, South Korea As a (CRA  I or II) you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence. Within this pr

Reference

2025-119671

Expiry date

01/01/0001

Sonia Oh

Author

Sonia Oh
Sonia Oh

Author

Sonia Oh
Read more Shortlist Save this role
Read more Shortlist Save this role
CRA II

Salary

Location

Korea, South

Department

Clinical Monitoring

Location

South Korea

Seoul

Remote Working

Remote

Business Area

ICON Strategic Solutions

Job Categories

Clinical Monitoring

Job Type

Permanent

Description

CRA I or II, Home-Based, South Korea As a (CRA  I or II) you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence. Within this pr

Reference

2025-119670

Expiry date

01/01/0001

Sonia Oh

Author

Sonia Oh
Sonia Oh

Author

Sonia Oh
Read more Shortlist Save this role
Read more Shortlist Save this role
Clinical Trial Manager

Salary

Location

Chile, Santiago

Location

Santiago

Remote Working

Hybrid: Office/Remote

Business Area

ICON Full Service & Corporate Support

Job Categories

Clinical Trial Management

Job Type

Permanent

Description

We are currently seeking a Clinical Trial Manager to join our diverse and dynamic team. In this critical role, you will be responsible for overseeing the planning, execution, and successful completion

Reference

JR129877

Expiry date

01/01/0001

Elizabeth Davies

Author

Elizabeth Davies
Elizabeth Davies

Author

Elizabeth Davies
Read more Shortlist Save this role
Read more Shortlist Save this role
Clinical Trial Manager

Salary

Location

Argentina, Buenos Aires

Location

Buenos Aires

Remote Working

Hybrid: Office/Remote

Business Area

ICON Full Service & Corporate Support

Job Categories

Clinical Trial Management

Job Type

Permanent

Description

We are currently seeking a Clinical Trial Manager to join our diverse and dynamic team at ICON Plc. In this critical role, you will be responsible for overseeing the planning, execution, and successfu

Reference

JR129960

Expiry date

01/01/0001

Elizabeth Davies

Author

Elizabeth Davies
Elizabeth Davies

Author

Elizabeth Davies
Read more Shortlist Save this role
Read more Shortlist Save this role
View Jobs

Browse popular job categories below or search all jobs above