EMEA IT Service Desk Manager: Drive Support Excellence

Tosca; Dudley; On-site; GBP 70,000 - 90,000; Full time

Job summary

Tosca is seeking an experienced IT Service Desk Manager for the EMEA region to lead a geographically distributed team and deliver a high‑quality employee technology experience.

You will drive operational excellence, ensure service reliability and improvements, and foster a high‑performing team across multiple countries, with fluency in English as a requirement and additional European languages a plus.

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• Significant experience leading IT Service Desk or IT Operations teams.
• Experience managing geographically dispersed teams across multiple countries.
• Working knowledge of ITIL principles and service management best practices.
• Strong understanding of Microsoft technologies (Microsoft 365, Teams, SharePoint, AD, Windows).

Responsibilities

• Lead a distributed IT Service Desk Engineers team across the EMEA region.
• Ensure coverage, service consistency and adherence to SLAs.
• Drive ITIL-aligned incident, request and problem management processes.
• Act as escalation point for complex issues.
• Monitor service performance metrics and drive improvements.
• Coordinate with IT teams and third‑party vendors for timely resolutions.
• Oversee knowledge management and service desk documentation.
• Manage communications during major incidents and escalations.
• Support hardware lifecycle and asset management across the region.
• Foster collaboration, accountability, and a customer‑focused culture.

Skills

IT Leadership

Incident management

Stakeholder management

Communication

Education

Bachelor's degree in IT

Tools

Microsoft 365

Teams

SharePoint

Active Directory

Windows

Job description

Tosca is seeking an experienced IT Service Desk Manager for the EMEA region to lead a geographically distributed team and deliver a high‑quality employee technology experience.

You will drive operational excellence, ensure service reliability and improvements, and foster a high‑performing team across multiple countries, with fluency in English as a requirement and additional European languages a plus.