New

IT Service Desk Manager

TEKsystems
$60.00 - $70.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Massachusetts, Charlestown
Apr 28, 2026
Description Our client is looking for a Service Desk & Change Manager with strong GxP awareness to own and mature the organization's IT Service Management (ITSM) and Change Management capabilities. This role is responsible for building out the functionality, structure, and adoption of the existing IT Service Desk platform (Zoho ServiceDesk Plus) while ensuring that GxP and nonGxP changes, incidents, and requests follow qualified, auditable processes. The focus is on process integrity, data quality, accountability, and compliance, not daytoday ticket resolution. This is a highly processoriented role that sits at the intersection of IT, Quality, Audit, MSP partners, and the business. Responsibilities IT Service Desk Ownership & Optimization * Own the design, configuration, and continuous improvement of the IT Service Desk (Zoho ServiceDesk Plus) * Ensure the service desk captures the right data, context, and approvals for incidents, requests, and changes * Define and enforce consistent intake standards so tickets contain auditready, actionable information * Drive adoption and correct usage of ITSM processes across IT and the business * Work closely with engineers responsible for ticket execution to ensure effective resolution and followthrough (engineers do not formally report into this role) Change Management (GxP & NonGxP Systems) * Own and execute the Change Management process for both GxP and nonGxP systems * Ensure change requests include proper impact analysis, validation requirements, risk assessments, approvals, and documentation * Translate SOPs, validation requirements, and technical controls into practical ITSM workflows * Act as the control point ensuring changes are executed according to qualified, auditable processes * Support internal audits and QA reviews related to incidents, changes, or deviations Incident Management & Audit Readiness * Ensure incidents are properly logged, classified, documented, and resolved within the service desk * Partner with QA and Internal Audit when incidents or deviations are identified * Validate that tickets and service desk records contain the required detail to withstand audit scrutiny * Act as a bridge between technical teams and quality/regulatory stakeholders Vendor & MSP Coordination * Triage work across internal teams and managed service providers * Hold MSPs accountable to service, resolution quality, and documentation standards * Ensure external partners follow internal ITSM and change processes * Provide transparency and reporting on performance, trends, and gaps Business Partnership & Leadership * Serve as a frontfacing business partner for IT services-polished, customeroriented, and processdriven * Help the business understand how to engage IT effectively within a regulated environment * Continually assess and improve service quality, efficiency, and compliance * Identify opportunities for workflow automation, enhancement, and optimization Technology & Tools * Zoho ServiceDesk Plus (current platform) * Ticketing, CMDB, asset management, and change management systems * Integrations with MSPprovided services and infrastructure platforms (Experience with Zoho is ideal, but strong experience with other ITSM platforms-ServiceNow, Jira SM, etc.-is acceptable.) Ideal Candidate Profile You are a processdriven, detailoriented IT Service Management professional who understands how regulated environments operate and how to translate policy into execution. You are likely a strong fit if you: * Have handson ownership experience with IT Service Desk and Change Management processes * Understand GxP expectations and audit requirements within life sciences or regulated environments * Are highly organized, detailoriented, and documentationfocused * Have configured or administered ITSM platforms (Zoho experience strongly preferred) * Bring a system admin or toolsfocused background (helpful but not required) * Are comfortable leading through influence rather than direct authority * Can dissect business processes, identify gaps, and drive improvement * Have strong communication skills and a polished, customerserviceoriented presence Have experience coordinating work across engineers, MSPs, QA, and business stakeholders Additional Skills & Qualifications Life Sciences, Gxp Experience Level Expert Level Job Type & LocationThis is a Contract position based out of Charlestown, MA. Pay and BenefitsThe pay range for this position is $60.00 - $70.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Charlestown,MA. Application DeadlineThis position is anticipated to close on May 9, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.