Manager, IT Service Desk
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 a global leader in Building Information Modeling (BIM) solutions, designing and developing software
that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation
and an entrepreneurial spirit, we’ve tripled our revenue in just five years.
Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We
achieve this by growing our recurring revenue through innovative software and services that drive adoption,
integration, and lasting value for our customers.
Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global
Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and
services to drive performance and sustainability across the industry.
At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and
challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making
an impact together.
How we work: Growth, Agility, Innovation, Responsibility
How we behave: Ambition, Engagement, One Graitec, Positive Energy
Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player
IT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: Business
Transformation, Data & AI, Information Security, and IT Operations & Platforms. Together we own the delivery
capability behind how Graitec operates and we drive Graitec’s continued transformation.
We work as fusion teams and as one with the wider organisation: technology and business colleagues working
towards the same goals and outcomes.
IT Operations & Platforms touches the whole company every day: business platforms, cloud and infrastructure, the
digital workplace, and end user computing and support. That spans Dynamics 365 Finance & Operations and CRM,
the professional services stack, HR systems, customer and web platforms, the service desk, Azure, networking and
identity. The team covers EMEA and North America and is shaped around the business domains it serves.
The Manager, IT Service Desk leads Graitec's global IT support: the service every colleague relies on to get their
work done, across Europe and North America. The role owns the service desk end to end: the team, the tools,
the processes and, above all, the experience colleagues have when they ask for help.
The priority is to turn a reactive, ticket-driven service into a customer-focused one that fixes things first time,
automates the routine and finds problems before colleagues do. That means a modern ITSM tool in place of CRM-
based ticketing, ITIL practices sized for a mid-sized business, published service levels, and self-service and
automation that resolve common requests before they reach the team.
This is a hands-on leadership role, leading IT support specialists across both regions. Success is measured by
how colleagues rate the service, not by the number of tickets closed.
What success looks like in the first 12 months
- A modern ITSM tool live, with service levels published and met in both regions and the backlog cleared
- High levels of first-time fix, measured and rising, with every escalation reviewed so more is resolved at first contact
- Colleague satisfaction measured on every ticket and trending towards the 95% CSAT target, with feedback acted on and reported monthly
- A high and growing share of requests resolved without an agent, through self-service, automation or an AI assistant in Teams
- Common device and application issues detected and fixed automatically, before colleagues raise a ticket
- Joiners, movers and leavers handled to an agreed SLA with HR and the Work Experience Partners, with new colleagues productive from day one
- One global team working to shared standards, with clear coverage across time zones and no single points of failure
- Lead the global service desk with a customer service mindset: responsive, clear and judged by the colleague's experience
- Publish and manage service levels and a service catalogue, and act on performance, satisfaction and feedback data
- Own communication to colleagues during major incidents, keeping people informed until service is restored
- Lead the selection, implementation and adoption of a modern ITSM tool, migrating from CRM-based ticketing
- Implement ITIL practices in proportion to Graitec's size: incident, request, problem, change, knowledge and asset management
- Design categories, workflows, approvals and reporting so the data shows where demand comes from and how to reduce it
- Make first-time fix the norm, giving the first line the knowledge, access and tools to resolve issues at first contact, and reviewing every escalation
- Automate common requests and fixes end to end, such as password resets, software installs, access approvals and device set-up, using the ITSM tool, Power Automate and Intune
- Introduce an AI assistant in Teams as the front door for IT support, measuring the effect on demand and resolution timeMonitor device and application health to find and fix issues before colleagues notice, with scripted remediation and early communication
- Analyse the top ticket drivers and remove their root causes with the platform and infrastructure teams
- Run the joiner, mover and leaver process with HR and the Work Experience Partners, from device readiness to access removal
- Standardise devices across countries, with zero-touch set-up through Autopilot and access granted and removed automatically from HR data and role
- Keep hardware and software asset records accurate through the full lifecycle, supporting licence optimisation and audit evidence
- Lead, coach and develop a distributed team of IT support specialists across Europe and North America
- Plan coverage across time zones and offices, with clear escalation to second and third line teams and suppliers
- Manage support suppliers and remote support tools to service levels and cost
- Build security into daily service, from identity checks and access requests to device compliance, with Information Security
- Provide the service desk evidence needed for SOC 2, ISO 27001 and Cyber Essentials Plus, such as access, change and asset records
- 5+ years in IT support or service management, including 2+ years leading a service desk team, ideally across countries and time zones
- Strong ITIL-based practice, applied pragmatically, with ITIL (v3 or V4) Foundation as a minimum
- Has implemented or migrated an ITSM tool, such as Halo, Freshservice or Jira Service Management, including workflows, catalogue and reporting
- A customer service mindset: clear, empathetic communication and a track record of raising satisfaction
- Hands-on knowledge of the Microsoft workplace: Microsoft 365, Entra ID, Intune and Autopilot, on Windows
- Has raised first-time fix and self-service rates, running the service on data: service levels, backlog, satisfaction and trends
- Hands-on automation: PowerShell, Power Automate or ITSM workflows, Intune scripts and remediations, and AI-assisted supporT
- Experience of joiner, mover and leaver processes and IT asset management
- Calm under pressure, organised, and able to lead a remote team to consistent standards
- ITIL 4 Managing Professional or Practitioner modules
- HDI Support Center Manager or KCS certification
- Microsoft 365 Endpoint Administrator (MD-102) certification
- Digital employee experience tools, such as Intune Endpoint Analytics or Nexthink
- Experience in a software, SaaS or professional services business, or a growing multi-country group
At Graitec, we’re proud to foster a diverse and inclusive workplace.
We value our employees for who they are and the contributions they bring, encouraging everyone to be their
authentic selves at work. This diversity helps us better serve the wide range of customers and markets we
operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability
to succeed in the role.
Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, and
hiring decisions are made solely by our Talent Acquisition team and hiring managers.
- HR Screening – An initial “get to know you” discussion.
- Hiring Manager Interview – Role-specific discussion with the manager.
- Peer / Stakeholder Interview – May include a presentation or collaborative exercise.
- Final Interview – Conversation with the Business Unit Leader.
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