Senior IT Service Desk Manager
Overview
In this role you lead the IT Service Desk to deliver a reliable, high-performing employee technology experience. You will scale the function from reactive support to proactive, data-driven service delivery, guiding a team of IT professionals in a growing European tech environment. You collaborate across the business to reduce friction and enable colleagues to work efficiently, with a clear focus on continuous improvement and measurable impact. This role sits at the intersection of people, process, and technology in a dynamic, international setting.
Retribuzione / Benefits
- Up to 70,000 salary
- Hybrid work Milan with WFH
- 30 days holiday from any EU country
- Diverse, inclusive team environment
- Support networks (LGBTIQA+, Women's Networking)
Responsabilità
- Lead and develop a team of ten IT professionals
- Own end-to-end employee technology experience and ensure efficient operations
- Drive continuous improvement and transform the service desk into a proactive, scalable, data-driven capability
- Define and monitor KPIs/metrics to measure performance and impact
- Collaborate with cross-functional teams to anticipate needs and reduce friction
- Oversee budgeting and procurement forecasting related to IT service delivery
Requisiti fondamentali
- Strong management and leadership skills
- Hands-on service desk management background with in-depth knowledge of operations and best practices
- Collaborative and influential, able to drive change
- Budgeting and procurement forecasting experience
- Ability to introduce productive KPIs and metrics
- Fluent English; Italian language desirable
- collaborative
- influencing others
- leadership
- IT service management
- service desk operations
- KPIs and metrics
In this role you lead the IT Service Desk to deliver a reliable, high-performing employee technology experience. You will scale the function from reactive support to proactive, data-driven service delivery, guiding a team of IT professionals in a growing European tech environment. You collaborate across the business to reduce friction and enable colleagues to work efficiently, with a clear focus on continuous improvement and measurable impact. This role sits at the intersection of people, process, and technology in a dynamic, international setting.
Retribuzione / Benefits
- Up to 70,000 salary
- Hybrid work Milan with WFH
- 30 days holiday from any EU country
- Diverse, inclusive team environment
- Support networks (LGBTIQA+, Women's Networking)
Responsabilità
- Lead and develop a team of ten IT professionals
- Own end-to-end employee technology experience and ensure efficient operations
- Drive continuous improvement and transform the service desk into a proactive, scalable, data-driven capability
- Define and monitor KPIs/metrics to measure performance and impact
- Collaborate with cross-functional teams to anticipate needs and reduce friction
- Oversee budgeting and procurement forecasting related to IT service delivery
Requisiti fondamentali
- Strong management and leadership skills
- Hands-on service desk management background with in-depth knowledge of operations and best practices
- Collaborative and influential, able to drive change
- Budgeting and procurement forecasting experience
- Ability to introduce productive KPIs and metrics
- Fluent English; Italian language desirable
- collaborative
- influencing others
- leadership
- IT service management
- service desk operations
- KPIs and metrics