Information Technology Service Desk Manager

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

At Tosca, we're on a mission to revolutionize the global supply chain and eliminate waste through reusable packaging solutions. As we continue to grow, we're looking for an experienced IT Service Desk Manager - EMEA to lead our regional Service Desk function and help deliver an exceptional employee technology experience.

Your mission

As the IT Service Desk Manager for EMEA, you will lead a geographically distributed team responsible for delivering high-quality IT support across multiple countries and business functions. You will drive operational excellence, ensure service reliability, and continuously improve the employee support experience while building a highly engaged and high-performing team.

What you will be doing

• Lead, coach, and develop a distributed team of IT Service Desk Engineers across the EMEA region.
• Ensure effective coverage, service consistency, and adherence to defined service levels.
• Drive ITIL-aligned service management processes, including incident, request, and problem management.
• Act as the escalation point for complex and business-critical issues.
• Monitor service performance metrics and implement continuous improvement initiatives.
• Partner with internal IT teams and third-party vendors to ensure timely resolution of incidents.
• Oversee knowledge management practices and service desk procedures.
• Manage communication during major incidents and escalations.
• Support hardware lifecycle and asset management activities across the region.
• Foster a culture of collaboration, accountability, customer focus, and continuous improvement.

What makes you a strong fit

• Bachelor's degree and significant experience leading IT Service Desk or IT Operations teams.
• Strong background in incident management, service delivery, and technical support environments.
• Experience managing geographically dispersed teams and stakeholders across multiple countries.
• Working knowledge of ITIL principles and service management best practices.
• Strong understanding of Microsoft technologies, including Microsoft 365, Teams, SharePoint, Active Directory, Windows environments, and end-user computing.
• Proven ability to communicate effectively with both technical and non-technical audiences.
• Excellent leadership, coaching, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Fluent English required; additional European languages are a plus.

Why Tosca

At Tosca, you'll join a purpose-driven organization that is transforming the supply chain through sustainable innovation. We offer the opportunity to work in a collaborative, international environment where your ideas are valued and your impact is visible.

You’ll be part of a team that embraces continuous improvement, supports professional growth, and is committed to building a more sustainable future.

About us

Tosca is a global leader in reusable packaging and pooling solutions. We help the world's largest retailers, growers, and manufacturers move products more efficiently while reducing waste throughout the supply chain. By replacing single-use packaging with smart reusable solutions, we create value for our customers and a positive impact for the environment.

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