Global Service Desk Manager - Hybrid, 24/7 Support

Grant Thornton International; Poznań; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working model

Private medical care

MultiSport

Benefits platform

International environment

Onboarding program

Career development

Training platforms

Inclusive workplace

Modern Poznań office

Job summary

Grant Thornton International is seeking a Service Desk Manager to lead a 24x7 global Service Desk and drive continuous improvement across regions. The role balances people leadership, operational rigor, and customer experience in a high-volume support environment.

You will partner with IT leadership, security, and business stakeholders to deliver reliable, scalable end-user support and drive service maturity while mentoring globally dispersed teams and shaping a culture of collaboration and

Qualifications

• 5-10 years of experience in enterprise IT support, including 3+ years in a management capacity.
• Proven experience managing global or multi-region Service Desk operations.
• Strong knowledge of ITSM frameworks and best practices (ITIL preferred).
• Hands-on experience with ITSM platforms such as ServiceNow.
• Experience supporting Microsoft 365 environments, basic networking concepts, and Active Directory environments.
• Demonstrated ability to lead through change and scale operations in complex environments.
• Exceptional communication, leadership, and problem-solving skills.
• Fluency in Polish and English

Responsibilities

• Lead the day-to-day operations of a follow-the-sun Service Desk across multiple time zones.
• Monitor, analyze, and report on service performance metrics (ticket resolution times, SLA/OLA adherence, backlog, FCR, CSAT).
• Identify trends and drive process improvements to enhance efficiency and service quality.
• Ensure service delivery aligned to defined SLAs/OLAs and business expectations.
• Oversee incident, request, and knowledge management within the ITSM platform.
• Mentor Service Desk leads, senior agents, and analysts across global locations.
• Collaborate with IT leadership, security, and business stakeholders to deliver reliable support.
• Drive ITIL-aligned best practices and mature knowledge management.

Skills

Leadership

ITIL

ITSM

Communication

Polish

English

Education

Bachelor's degree in IT/CS

ITIL Foundation or higher

Tools

ServiceNow

Active Directory

Microsoft 365

Job description

Grant Thornton International is seeking a Service Desk Manager to lead a 24x7 global Service Desk and drive continuous improvement across regions. The role balances people leadership, operational rigor, and customer experience in a high-volume support environment.

You will partner with IT leadership, security, and business stakeholders to deliver reliable, scalable end-user support and drive service maturity while mentoring globally dispersed teams and shaping a culture of collaboration and