Global IT Service Desk Manager
Graitec
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Job summary
Graitec is seeking a Manager, IT Service Desk to lead Graitec's global IT support across Europe and North America. You will own the service desk end to end, shaping the team, tools, processes and the colleague experience.
The role emphasizes first-time fix and self-service through automation and an AI assistant in Teams. You will drive ITIL practices, define service levels, and partner with Security, HR, and Platform teams to deliver reliable IT services while improving CSAT and operational
Qualifications
- 5+ years in IT support or service management
- Experience leading a service desk team across countries/time zones
- ITIL-based practice implemented in real-world environments
- Experience with modern ITSM tooling and self-service capabilities
Responsibilities
- Lead the global service desk with a customer service mindset
- Publish and manage service levels and a service catalogue
- Own communications during major incidents and keep colleagues informed
- Lead selection, implementation and adoption of a modern ITSM tool
- Implement ITIL practices proportionate to Graitec’s size
- Design workflows, approvals and reporting to reduce demand
- Make first-time fix the norm with automation
- Introduce an AI assistant in Teams for support
- Joiners, movers, leavers and asset management
- Lead a distributed team across Europe and North America
- Ensure security/compliance data for SOC 2/ISO 27001 as needed
Skills
Tools
Job description
Graitec is seeking a Manager, IT Service Desk to lead Graitec's global IT support across Europe and North America. You will own the service desk end to end, shaping the team, tools, processes and the colleague experience.
The role emphasizes first-time fix and self-service through automation and an AI assistant in Teams. You will drive ITIL practices, define service levels, and partner with Security, HR, and Platform teams to deliver reliable IT services while improving CSAT and operational
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