Associate Manager, Help Desk Team

The Help Desk team is part of our Technology Division that provides Technology solutions to our clients in the pharmaceutical space.

As Associate Manager, you will be managing the team of Service Desk operators in Poland, Czech Republic and Hungary supporting the Customer Engagement solutions.

Responsibilities:

• Managing the team
• Reviews agent metrics and meets with agents regularly to discuss performance
• Managing calendar schedule for shifts
• Mentor and coach for the team members
• Works with senior managers and principals to improve customer satisfaction and develop team members
• Provide support and convey resolution to customer issues
• Deal with users through Calls and Email
• Drive escalations to a resolution
• Lead small projects

Requirements:

• 1+ year experience managing the team of Service Desk operators
• Experience investigating incidents and identifying and implementing solutions
• Clear client-friendly communication skills
• Fluency in English and Polish, written and verbal
• SFDC Admin certification as a great asset
• ITIL certification as a great asset

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.