IT Service Desk Manager

Jobtailor; Milano; In loco; EUR 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Jobtailor is seeking a seasoned IT leader to head a team delivering IT support for 1,600+ employees across Italy, the UK and Spain. You will shape the strategy for service delivery, drive proactive support, and oversee internal teams and suppliers to ensure high-quality outcomes.

You will champion automation, self-service, and knowledge management while balancing cost control with strategic investment, and you will implement KPIs and governance to elevate performance across the organization.

Competenze

• Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations.
• Experience managing distributed teams, KPIs, governance, and service desk transformation.
• Strong stakeholder management with budgets, vendor management, procurement, and data-driven improvements.

Mansioni

• Lead a team of IT professionals supporting employees across Italy, the UK, and Spain.
• Define strategy for IT support services and oversee service delivery across internal teams and suppliers.
• Drive automation, self-service, and knowledge management to build a proactive support function.

Conoscenze

ITSM practices

Team leadership

Vendor & budget management

Automation & self-service

Google Workspace / enterprise SaaS

Strumenti

Google Workspace

Descrizione del lavoro

Responsibilities

• Lead a team of 10 IT professionals supporting more than 1,600 employees across Italy, the UK, and Spain.
• Define the strategy for IT support services and oversee service delivery across internal teams and suppliers.
• Drive automation, self-service, and knowledge management initiatives to build a proactive support function.

Requirements

• Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations, with deep knowledge of ITSM practices, workplace technologies, device lifecycle management, enterprise SaaS platforms (Google Workspace), and workplace infrastructure.
• Proven experience managing distributed teams, driving service desk transformation, establishing KPIs and governance, implementing automation and self-service strategies, and delivering scalable, high-performing support operations.
• Strong commercial and stakeholder management skills with experience owning budgets, vendor management, procurement, sourcing strategies, and using data to drive continuous improvement while balancing operational excellence with long-term strategy.