ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
The Role:
Working closely with the IT Operation Director & VP you will play in key role in ensuring the IT Global Service Desk is continually improving and adapting to constantly changing requirements from internal and external users. This role is a customer centric role and excellent people skills as well as a strong technical knowledge would be key strengths.
Duties:
- Utilize data-driven insights to optimise IT Global Service Desk and Internal Customer Operations, identifying trends, and implement strategies for continuous improvement.
- An effective decision maker who will provide strategic and professional leadership for the service desk, leading and mentoring a diverse team of IT support professionals across multiple locations, fostering a culture of collaboration and excellence.
- Spearhead IT projects and change initiatives across the Global Internal Customer Operations Team focused on service quality, optimisation of technology, explore and define automation opportunities, and drive efficiency and operational excellence, while ensuring smooth transitions and minimal disruption.
- Collaborate with IT service providers and vendors to ensure seamless service delivery.
- Develop a strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of trust and confidence and translate organisation and customer needs into successful service delivery.
- Understanding of and ability to work with non-IT colleagues to translate organisation and customer needs into successful service delivery.
- Participate in IT strategy planning activities to improve costs, performance, service quality and end user satisfaction.
To be successful in the role, you will ideally have:
- 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.
- This position requires strong communications skills and customer service experience along with strong problem management skills. The qualified applicant must have the ability to work with technical groups as well as business representatives at all levels within the organization.
- A Bachelors degree (B.S.) from a four-year college or equivalent knowledge in the IT industry.
- ITIL Certification is a requirement.
- Some travel and the ability to work flexible hours, including some weekends, may be required.
- Ability to read, analyse 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.
- Excellent skills in business English, verbal and written.
- Negotiation and influencing skills.
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
