IT Service Desk Team Lead

Pharmaron
Hoddesdon
2 months ago
Applications closed

Related Jobs

View all jobs

IT Support Technician

Inventory / Shift Desk Controller - Global Leader

Shift Desk Controller - FTC Mat Cover. Global Leader

Principal Service Designer - 18 Month FTC

Principal Service Designer - 18 Month FTC [UrgentSearch]

IT Support Analyst

IT Service Desk Team LeadHoddesdon, HertfordshireA Service Desk Team Lead to oversee the daily operations of the service desk, ensuring efficient and effective support services for end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service. The Service Desk Team Lead also collaborates with other IT teams and stakeholders to improve service delivery and enhance user satisfaction. At Pharmaron we offer:

Vibrant and dynamic employment – we are a highly specialised, growth company operating in a critical sector of the economy – our future is strong and exciting!Opportunities to develop your skills and yourself – our rapid growth brings greater opportunities for you to learn and grow faster!A great team where we all support each other – enjoy your work – after all you spend about a third of your time here!

Requirements:
Bachelor's degree in computer science, information technology, or related field, or equivalent work experience. Proven experience in IT service desk or technical support, with leadership experience preferred. Certifications such as ITIL Foundation, SDI SDA and Team Lead, or CompTIA IT Operations Specialist. Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies. Familiarity with IT service management frameworks and practices (ITIL, ISO), and experience with service desk tools. Excellent leadership, communication, and interpersonal skills. Experienced in developing and producing regular reports for senior management. Strong organizational and time management skills. Customer-focused attitude with a commitment to delivering high-quality service. Analytical mindset with the ability to analyse data and make data-driven decisions. Key roles and responsibilities:Lead and supervise a team of service desk analysts, providing coaching, mentoring, and performance feedback. Coordinate and prioritize service desk activities, ensuring adherence to SLAs. Monitor service desk performance metrics, analyse trends, and identify improvement opportunities. Produce regular reports for Senior Management. Provide hands-on technical support, handling incidents, requests, and escalations (50-60% of role). Serve as a point of escalation for complex issues, providing troubleshooting guidance and resolution coordination. Develop and maintain service desk procedures, documentation, and knowledge bases. Become the SME and Admin for the ITSM system, providing training and ensuring ongoing system improvement. Collaborate with other IT teams to resolve escalated incidents and coordinate service requests. Conduct team meetings, training sessions, and performance reviews. Ensure compliance with IT policies, procedures, and industry regulations. Stay current with industry trends and best practices in IT service management. Advocate for customer service excellence and promote a service-oriented cultureOur Company: “We are a dynamic, fast-growing company, with an enviable reputation for leading edge science, offering contract research services to some of the world’s leading pharmaceutical companies, solving what were believed to be unsolvable scientific challenges”.We believe in our ability to relentlessly push forward the boundaries of scientific excellence, delivering solutions for our clients, always operating ethically and with integrity. We take pride in our professionalism and commitment to always deliver our very best work. Pharmaron acquired the Hoddesdon campus, consisting of several purpose built scientific and administrative buildings together with a purpose built conference area in February 2017. The research building has more than 5,000m2 of premier R&D space and houses an established Process Chemistry, Analytical Chemistry and Drug Discovery teams. In addition, a Formulation Development team was also recently established. The Hoddesdon site has state-of-the-art Good Manufacturing Practice (GMP) standard facilities for the development of Active Pharmaceutical Ingredients (API), Formulation Development (FD) and Process Chemistry (PC). We offer a competitive salary and a progressive and comprehensive suite of employee benefits. We offer state of the art working environment on site. We offer the opportunity for growth and development and will support funding for relevant training and development programmes.Why Should You Apply?This is an opportunity for you as aService Desk Team Lead to make a real impact in a highly scientific and regulated environment, demonstrate leadership, ambition and the desire to grow with the department. Build and shape your career in an environment that sets and commits to the highest standards. To be part of a team who support each other, embrace and solve technical challenges and put excellence at the heart of all that we do.

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Contract vs Permanent Biotech Jobs: Which Pays Better in 2025?

In the ever-advancing world of life sciences, biotechnology has emerged as one of the fastest-growing and most impactful sectors in the UK. From gene editing and regenerative medicine to synthetic biology and vaccine development, British biotech organisations are at the forefront of scientific innovation. With this growth comes a high demand for skilled professionals—scientists, data analysts, regulatory affairs specialists, bioprocess engineers, and more—who can help bring cutting-edge treatments and products to market. However, as the biotechnology landscape in the UK continues to expand, so too do the ways in which professionals choose to work. Beyond traditional permanent employment, many biotech specialists are exploring the world of contracting, which can take the form of day‑rate consulting or fixed-term contracts (FTC). Each path promises unique advantages and disadvantages, from pay rates and benefits packages to career development and job security. This article offers a comprehensive guide on contract vs. permanent biotech jobs in 2025. We will explore how the UK biotech sector is shaping up, break down the different types of employment arrangements, and present sample take‑home pay scenarios for each. Our goal is to empower you with the knowledge needed to make an informed decision that aligns with both your financial aspirations and long-term career goals within the vibrant and evolving biotech industry.

Biotech Jobs for Non‑Technical Professionals: Where Do You Fit In?

Your Place in Britain’s Biotech Boom When most people picture biotechnology careers they imagine pipettes, petri dishes and white‑coated scientists in Cambridge or Oxford. Yet for every bench scientist there is an ecosystem of professionals who never set foot in the lab but are crucial to getting a therapy, diagnostic or food‑tech breakthrough to market. The UK BioIndustry Association (BIA) reports that non‑scientific vacancies now make up more than one‑third of all biotech job ads, and demand is accelerating. According to Vacancysoft’s Life Sciences Labour Market Trends (November 2024), biotech job postings in the Golden Triangle jumped 26 % year‑on‑year, with hotspots also emerging in Birmingham and Glasgow. Finance is following suit: the sector attracted £3.5 billion in investment during 2024, a 94 % rebound from 2023 levels. More capital means more hires in project management, regulatory affairs, and commercial operations. In short, biotech is not just for PhDs, and you don’t need to master CRISPR to make an impact. This guide explains the high‑growth, non‑technical roles; the transferable skills you already possess; real‑life transition stories; and a step‑by‑step plan to pivot into the UK’s most exciting industry.

Johnson & Johnson Biotech Jobs in 2025: Your Complete UK Guide to Joining the World’s Largest Healthcare Innovator

From the first mass‑produced sterile surgical dressings in the 1880s to first‑in‑class CAR‑T cell therapies in the 2020s, Johnson & Johnson (J&J) has continuously re‑invented healthcare. Following the 2024 spin‑off of its consumer division (Kenvue) and the rebrand of Janssen to Johnson & Johnson Innovative Medicine, the company now focuses squarely on pharmaceutical innovation, med‑tech and vision care. With revenues exceeding US $90 bn and a pipeline spanning oncology, immunology, vaccines and digital surgery, J&J remains a magnet for biotech talent. A quick scan of the Johnson & Johnson careers portal shows over 2,000 open roles in EMEA, with nearly 300 in the UK, across R&D, manufacturing, clinical affairs and data science. This guide explains how to land a Johnson & Johnson biotech job in 2025—from graduate scientist to principal data engineer.