Service Desk Manager

F.T.P. S.r.l.; Formigine; Ibrido; EUR 40.000 - 45.000; Tempo pieno

Descrizione del lavoro

F.T.P. S.r.l. in Formigine (MO) is seeking a Service Desk Manager to lead our service delivery for internal teams and international clients. You will shape the service culture, drive improvements, and ensure reliable incident handling and support processes.

The role emphasizes people leadership, ITIL-based process ownership, and a data-driven approach to KPIs like First Fix Rate and CSAT. A hybrid work setup in Formigine is offered with competitive compensation.

Competenze

• 3–5+ years leading Service Desk or IT Support teams.
• Strong ITIL knowledge; certification is a plus.
• Fluent in Italian and English; able to manage international stakeholders.
• Customer-centric mindset with leadership and stress-management abilities.

Mansioni

• Lead and develop the Service Desk team, setting goals and cultivating a high-performance culture.
• Own Incident, Request, and Problem Management processes, ensuring SLAs are met.
• Liaise with engineering, infrastructure, and Account Managers to communicate with global partners.
• Monitor KPIs (First Fix Rate, CSAT) to identify bottlenecks and automation opportunities.

Conoscenze

People leadership

ITIL knowledge

Incident/Request/Problem management

Bilingual Italian/English

Stakeholder communication

Descrizione del lavoro

We are looking for our next Service Desk Manager!

Are you an IT professional with a passion for service excellence, structured processes, and people development? Do you thrive in dynamic, international setups? We want to hear from you!

As we scale and evolve our organizational structure, we are looking for a key leader to guide our Service Desk team. You will ensure top-tier support for both our internal organization and international clients, driving continuous improvement across all operational workflows.

What you will do:

• People Leadership: Guide, motivate, and develop the Service Desk team, setting clear goals and fostering a collaborative, high-performance culture.
• Process Ownership & ITIL: Manage and optimize Incident, Request, and Problem Management processes, ensuring strict compliance with Service Level Agreements(SLAs).
• Enterprise Client Liaison: Act as a key escalation point, working closely with engineering teams, infrastructure specialists, and Account Managers to ensure seamless communication with global partners.
• Data-Driven Improvement: Monitor and analyse department KPIs (e.g., First Fix Rate, CSAT) to identify bottlenecks, optimization areas, and automation opportunities.

Who we are looking for:

• Solid experience (3-5+ years) leading Service Desk or IT Support structures.
• Strong knowledge of ITIL frameworks and best practices (certification is a major plus).
• Fluent in both Italian and English, with the ability to confidently manage professional relations in international contexts.
• Proven leadership, empathy, and strong stress-management skills.
• Customer-centric mindset with the ability to bridge the gap between technical teams and business stakeholders.

What we offer:

• A challenging, fast-paced, and evolving technological environment.
• The opportunity to make a real impact by driving the strategic transformation of the department.
• A supportive culture that values initiative and professional growth.
• Work setup: Hybrid model based in our Formigine (MO) office.
• Expected salary range for the role: €40,000–€45,000 per year.
• The final job grade and compensation package will be determined based on the candidate's actual level of competence, experience, and autonomy in relation to the complexity of the role, in full compliance with objective, gender-neutral assessment criteria.