Manager, KPI & Metrics – Global Service Desk

Manager, IT Operations - Office Hybrid in Leopardstown, Dublin 18

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

**Role Overview:**

The Manager, KPI & Metrics for the Global Service Desk is responsible for defining, governing, and reporting on key performance indicators (KPIs) and operational metrics that measure service performance and customer experience. This role plays a critical part in driving data-driven decision-making by delivering accurate, timely insights and ensuring that performance trends are clearly communicated to the appropriate stakeholders for action and continuous improvement.

**What you will be doing:**

**KPI & Metrics Strategy**

+ Define, develop, and maintain a comprehensive KPI framework aligned to G...