Senior IT Service Desk Manager
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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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