IT Service Desk Manager

Responsibilities

• Lead a team of 10 IT professionals supporting more than 1,600 employees across Italy, the UK, and Spain.
• Define the strategy for IT support services and oversee service delivery across internal teams and suppliers.
• Drive automation, self-service, and knowledge management initiatives to build a proactive support function.

Requirements

• Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations, with deep knowledge of ITSM practices, workplace technologies, device lifecycle management, enterprise SaaS platforms (Google Workspace), and workplace infrastructure.
• Proven experience managing distributed teams, driving service desk transformation, establishing KPIs and governance, implementing automation and self-service strategies, and delivering scalable, high-performing support operations.
• Strong commercial and stakeholder management skills with experience owning budgets, vendor management, procurement, sourcing strategies, and using data to drive continuous improvement while balancing operational excellence with long-term strategy.