Service Desk Lead (R1017333) in Blue Bell, PA at IQVIA™

Date Posted: 5/9/2018

Job Snapshot

Job Description

Service Desk Lead

Blue Bell, PA

Position Summary

Manages the performance of the Service Desk & ensures that quality support is provided to clients. Ensures that service levels are achieved. Ensures that customer expectations are met or exceeded. Responsible for ensuring the support staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.


1.  Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

2.  Train, coach and mentor Service Desk Analysts including career development. Oversee staff activities. Builds or obtains training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.

3.  Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Work to make the Service Desk the single source of communications. Monitor and manage ticket queue (participating in escalated calls as needed).

4.  Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.

5.  Manage process for communicating outage/emergency activities to the organization. Review client feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Success Criteria

Prompt resolution of client issues.

High degree of client satisfaction.


Bachelor degree or equivalent experience is required.


5 to 10 years of professional experience in maintenance, and diagnosing failures in computer and/or telecommunications systems 
Verbal and written communication skills, problem solving skills, customer service and interpersonal skills 
Ability to work independently and manage one's time 
Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software 
Required working knowledge and support experience in the following areas: 
Software: Microsoft Office (latest versions), Windows 7, Internet Explorer, Google Chrome, Microsoft Exchange / Outlook

Hardware: Desktops, Laptops, Printers and Scanners

Reports to

Customer Success Senior Manager

Job ID: R1017333