IT Service Desk Manager

📋 Description

• Lead, manage, and mentor a geographically distributed team of IT support professionals, fostering a
• Oversee global IT Service Desk operations, ensuring consistent service quality, operational
• Develop, implement, and continuously improve service management processes to streamline incident
• Monitor and manage key performance indicators (KPIs), including customer satisfaction (CSAT), time
• Ensure timely incident resolution and request fulfillment while maintaining agreed service levels
• Drive strategic initiatives focused on process optimization, automation, productivity improvements

🎯 Requirements

• At least 6 years of experience in technical support and IT service management, including 3–4 years
• Proven experience managing enterprise-level IT support operations in large, complex, and
• Strong understanding of ITIL frameworks, IT Service Management (ITSM) principles, and Service Desk
• Demonstrated ability to deliver exceptional internal and external customer support, with a
• Extensive experience defining, monitoring, managing, and improving service performance KPIs
• Proven track record of leading organizational change initiatives, from initial planning through

🎁 Benefits

• Flexible Working Arrangements: Choose between working from home, an office, or a collaborative
• Global Collaboration: Work alongside geographically distributed teams and contribute to
• Professional Development: Gain opportunities to expand your technical expertise and develop your
• Career Growth: Take ownership of strategic IT initiatives and contribute to the development of
• Collaborative Environment: Participate in purposeful team collaboration, complex problem-solving
• Inclusive Workplace: Join a diverse and welcoming environment that values different perspectives