Service Desk Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/85a5v3

We are looking for our next Service Desk ManagerAre you an IT professional with a passion for service excellence, structured processes, and people development? Do you thrive in dynamic, international setups? We want to hear from you

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As we scale and evolve our organizational structure, we are looking for a key leader to guide our Service Desk team. You will ensure top-tier support for both our internal organization and international clients, driving continuous improvement across all operational workflows.
What you will do:
- People Leadership: Guide, motivate, and develop the Service Desk team, setting clear goals and fostering a collaborative, high-performance culture.
- Process Ownership & ITIL: Manage and optimize Incident, Request, and Problem Management processes, ensuring strict compliance with Service Level Agreements(SLAs).
- Enterprise Client Liaison: Act as a key escalation point, working closely with engineering teams,



infrastructure specialists, and Account Managers to ensure seamless communication with global partners.
- Data-Driven Improvement: Monitor and analyse department KPIs (e.g., First Fix Rate, CSAT) to identify bottlenecks, optimization areas, and automation opportunities.

Who we are looking for:
- Solid experience (3-5+ years) leading Service Desk or IT Support structures.
- Strong knowledge of ITIL frameworks and best practices (certification is a major plus).
- Fluent in both Italian and English, with the ability to confidently manage professional relations in international contexts.
- Proven leadership, empathy, and strong stress-management skills.
- Customer-centric mindset with the ability to bridge the gap between technical teams and business stakeholders.

What we offer:
- A challenging, fast-paced, and evolving technological environment.
- The opportunity to make a real impact by driving the strategic tra

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/85a5v3