Service Desk Manager

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

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.

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