IT Service Desk Manager

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 non-GxP changes, incidents, and requests follow qualified, auditable processes. The focus is on process integrity, data quality, accountability, and compliance, not day-to-day ticket resolution.
This is a highly process-oriented 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 audit-ready, 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 follow-through (engineers do not formally report into this role)
Change Management (GxP & Non-GxP Systems)
Own and execute the Change Management process for both GxP and non-GxP 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 front-facing business partner for IT services-polished, customer-oriented, and process-driven
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 MSP-provided 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 process-driven, detail-oriented 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 hands-on 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, detail-oriented, and documentation-focused
Have configured or administered ITSM platforms (Zoho experience strongly preferred)
Bring a system admin or tools-focused 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, customer-service-oriented presence
Have experience coordinating work across engineers, MSPs, QA, and business stakeholders
Additional Skills & Qualifications
Life Sciences, Gxp
Experience Level
Expert Level
Job Type & Location
This is a Contract position based out of Charlestown, MA.
Pay and Benefits
The 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 Type
This is a fully onsite position in Charlestown,MA.
Application Deadline
This position is anticipated to close on May 9, 2026.
>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.