Service Desk Manager

Job Introduction
Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

**We are hiring a Service Desk Manager for an international organisation in Parma, Italy and various locations around Europe.**

Main Responsibilities
The Service Desk Manager is responsible for overseeing and coordinating the entire service desk or contact point that the International organization's users rely on for issue resolution and service requests. Acting as the primary liaison between EFSA and the Contractor’s support teams, the Service Desk Manager ensures efficient service delivery, adherence to SLAs, and continuous improvement in customer satisfaction.
- Leadership and Coordination- Direct and manage the Service Desk personnel, setting performance goals and monitoring day-to-day activities.
- Ensure prompt ticket assignment, escalation, and tracking across all support tiers.
- Service Level Management- Maintain and track key KPIs (e.g., first-call resolution rate, response times, incident resolution times).
- Implement corrective actions when SLA or KPI targets are at risk or not met, coordinating with relevant stakeholders.
- User Communication and Engagement- Act as the central point of communication for the International organization's users, providing timely updates on incidents, requests, and maintenance activities.
- Lead the design and deployment of user satisfaction surveys and manage feedback loops to drive improvements.
- Process Optimization and Continuous Improvement- Identify and implement best practices (e.g., ITIL, COBIT) to optimize service desk processes and workflows.
- Analyze metrics and user feedback to propose new methodologies, automation opportunities, or training for team members.
- Collaboration with Cross-Functional Teams- Coordinate with other internal or external support teams, such as second-tier, DevOps, and vendor specialists, to ensure timely issue resolution.
- Engage with the International organization's IT management on strategic initiatives, ensuring the Service Desk's alignment with larger organizational goals.
- Incident and Problem Management- Oversee the end-to-end incident lifecycle, including detection, classification, escalation, and resolution, aiming to minimize the impact on the International organization's operations.
- Documentation and Knowledge Management- Ensure accurate and up-to-date documentation of Service Desk processes, runbooks, and user guides.
- Champion knowledge base usage and updates, promoting self-service and quicker resolution times.
- Reporting and Analytics- Generate and present regular performance reports (e.g., monthly/quarterly) detailing key metrics, SLA compliance, user satisfaction, and backlog status.
- Provide insights and recommendations based on data analysis to improve service quality and efficiency.
- Risk Management and Escalations- Assess risks associated with service delivery (e.g., urgent incidents, major changes) and escalate to the International organization's management or Contractor leadership as needed.
- Implement backup or contingency processes for Service Desk operations during peak times or crises.

**LEVEL OF EDUCATION**
- A bachelor’s degree or higher in IT, Computer Science, Business Administration, or a related field.
- At least five (5) years of experience in service desk or support centre management, ideally within an ITIL-based environment.

**KNOWLEDGE AND SKILLS**
- Demonstrated track record of leading teams, meeting SLA/KPI targets, and driving continuous improvement.
- ITIL Foundation or higher-level ITIL certifications.
- Skilled in mentoring, motivating, and managing cross-functional support teams.
- Able to articulate clear goals and hold team members accountable.
- Excellent written and verbal communication skills in English (B2 level or above);
- Strong ability to handle escalations and interact with senior the International organization's stakeholders.
- Proficient in analyzing metrics, generating actionable insights, and conducting root-cause analysis.
- Adept at troubleshooting complex service desk or operational issues.
- Comprehensive knowledge of ITIL or similar frameworks (e.g., COBIT) for efficient incident, request, and change management.
- Comfortable using service management tools (ServiceNow, etc.) to manage queues, track KPIs, and produce performance reports.
- User-Centric Mindset- Focused on delivering high customer satisfaction, incorporating feedback to refine support processes.
- Ability to balance technical requirements with business impa