Global Service Desk Manager

Job description

A career at Resilience is more than just a job – it’s an opportunity to change the future. Resilience is a technology-focused biomanufacturing company that’s changing the way medicine is made . We’re building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need. For more information, please visit www.resilience.com Job Summary: The Digital Service Desk Manager leads the digital service desk team in delivering high-quality technical support for all end user services. This role involves managing day-to-day operations, monitoring service levels, and implementing strategies to improve the overall efficiency of the service desk. The manager will oversee incidents and request management, drive service excellence, and ensure alignment with IT governance, security, and business objectives. This role requires a hands-on leader who can actively engage in ticket triage, incident resolution, and major incident management when needed. Key Responsibilities: Manage Service Desk Operations: Lead distributed 24/7 support teams. Oversee daily service desk activities, ensuring timely response...