Hybrid Service Desk Manager — ITIL Leader (Italy/EN)

FTP srl · Information Technology Solutions; Formigine; Hybrid; EUR 40,000 - 45,000; Full time

Benefits offered by this job

Hybrid work in Formigine

Career growth opportunities

Job summary

FTP srl · Information Technology Solutions is seeking a Service Desk Manager to lead a global support function, guiding ITIL-aligned incident, request, and problem management. You will partner with engineering, infrastructure, and account managers to ensure seamless communication with international clients and drive continuous improvement across workflows.

The role requires 3–5+ years leading service desks, fluent Italian and English, strong stakeholder management, and a data-driven approach to

Qualifications

• 3–5+ years in Service Desk or IT Support leadership.
• Strong knowledge of ITIL frameworks and best practices; certification is a plus.
• Fluency in Italian and English for international contexts.

Responsibilities

• Lead, motivate, and develop the Service Desk team with clear goals.
• Own and optimize Incident, Request, and Problem Management per ITIL and SLAs.
• Coordinate with engineering, infrastructure, and Account Managers to liaise with global partners.
• Monitor KPIs and CSAT to identify bottlenecks and drive automation where applicable.

Skills

People leadership

ITIL

Stakeholder management

Data-driven

First contact resolution

Fluent Italian

Fluent English

Job description

FTP srl · Information Technology Solutions is seeking a Service Desk Manager to lead a global support function, guiding ITIL-aligned incident, request, and problem management. You will partner with engineering, infrastructure, and account managers to ensure seamless communication with international clients and drive continuous improvement across workflows.

The role requires 3–5+ years leading service desks, fluent Italian and English, strong stakeholder management, and a data-driven approach to