Senior IT Service Desk Manager

Overview

In this role you will lead the IT Service Desk to deliver a high-quality, proactive employee technology experience. You'll manage a team of ten, drive continuous improvement, and transform the service desk into a scalable, data-driven function. You'll work to reduce friction and enable colleagues to work efficiently, aligning with the company's growth and international team. This is a hands-on leadership position in a friendly, supportive environment with a clear impact on everyday tech support. You will collaborate across teams to shape the global IT service experience.

Retribuzione / Benefits

• Up to 70,000 salary
• Ability to work 30 days from any EU country
• Milan office with hybrid WFH
• Diverse, inclusive team environment
• Support networks (LGBTIQA+, Women's Networking)

Responsabilità

• Lead and evolve the IT Support function and end-to-end employee technology experience
• Manage a team of ten IT professionals to deliver high-performing, reliable support
• Drive continuous improvement and transform the service desk into a proactive, scalable, data-driven capability
• Anticipate needs, reduce friction, and enable colleagues to work efficiently
• Collaborate with cross-functional teams and influence stakeholders to align IT services with business goals

Requisiti fondamentali

• Strong management and leadership skills
• Hands-on service desk management background with in-depth knowledge of service desk operations and best practices
• Collaborative and capable of influencing others
• Budgeting and procurement forecasting experience
• Ability to establish productive KPIs and metrics
• Fluent English; Italian language skills are highly desirable
• collaboration
• influence skills
• leadership
• IT service management
• service desk operations
• KPIs and metrics