Service Desk Manager

FTP SRL; Formigine; In loco; EUR 40.000 - 45.000; Tempo pieno

Descrizione del lavoro

FTP SRL in Formigine (MO) cerca un Service Desk Manager per guidare un team internazionale e assicurare supporto di alto livello. Il ruolo richiede leadership, orientamento al cliente e capacità di gestione degli SLA.

La posizione è ibrida, con salario previsto di 40.000–45.000 € all'anno e opportunità di crescita in un contesto dinamico e orientato ai processi ITIL.

Competenze

• 3–5+ anni di esperienza a guidare Service Desk o strutture IT Support.
• Conoscenza dei framework ITIL; certificazione è un plus.
• Fluenza in italiano e inglese; gestione di relazioni internazionali.
• Leadership, empatia, gestione dello stress e orientamento al cliente.

Mansioni

• People Leadership: guidare, motivare e sviluppare il team Service Desk, stabilendo obiettivi chiari e una cultura ad alte prestazioni.
• Process Ownership & ITIL: gestire Incident, Request e Problem Management, rispettando SLA.
• Enterprise Client Liaison: punto di escalazione chiave, collaborazione con team di ingegneria e Account Manager per partner globali.
• Data-Driven Improvement: monitorare KPI come First Fix Rate e CSAT per individuare colli di bottiglia e opportunità di automazione.

Conoscenze

People leadership

ITIL knowledge

Italian & English

Stakeholder management

Data-driven decisions

Descrizione del lavoro

• A tempo indeterminato
• Tempo pieno
• Ibrido (Formigine, Emilia-Romagna, Italia)

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.

CCNL: Commercio

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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