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

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