Service Desk Manager

Sharp Europe; Warszawa; On-site; PLN 180,000 - 260,000; Full time

Job summary

Sharp Europe is seeking a Service Desk Manager to lead a busy 24/7 IT service desk servicing multiple external clients within a growing MSP. You will own service delivery, major incident management and continuous improvement across shifts.

You’ll oversee a team of 8–12 Analysts and Engineers supporting 30–80 B2B customers and 1,500–5,000 end users, drive SLA attainment, develop skill matrices, implement ITIL processes, and produce monthly performance reports to guide executive decisions.

Qualifications

• 5-7+ years in IT Support or Managed Services.
• Minimum 2-3 years managing a Service Desk team, ideally in a multi-shift or 24/7 operation.
• Strong understanding of ITIL service management principles.
• Hands-on experience with Microsoft 365, Entra ID, Intune and Windows environments.
• Solid networking fundamentals covering DNS, DHCP and VPN technologies.
• Experience using ticketing and service management platforms.
• Strong client-facing communication and stakeholder management skills.

Responsibilities

• Lead, coach and develop Service Desk Analysts across a 24/7 support model.
• Conduct regular 1-2-1s, performance reviews and career development planning.
• Build skills matrices and progression pathways from Junior Analyst to Senior Engineer.
• Foster a high-performance, customer-centric culture.
• Own Service Desk performance across all shifts.
• Manage ticket triage, prioritisation, escalations and shift handovers.
• Ensure achievement of SLA, First Response Time (FRT), MTTR and CSAT targets.
• Act as the operational lead during Major Incidents.
• Design and manage rotas for a true 24/7 environment.
• Maintain accountability and ownership across all shifts.
• Drive ITIL processes across Incident, Request, Problem, Change and Major Incident Management.
• Improve Knowledge Base and SOP quality.
• Identify trends and implement preventative improvements.
• Oversee RMM and monitoring platforms; IT Glue or similar documentation platforms.
• Execute security and compliance practices including ISO 27001 considerations.

Skills

Leadership

Service delivery

ITIL knowledge

Stakeholder management

Customer service

Incident management

Tools

Microsoft 365

Windows environments

DNS/DHCP

Veeam

Datto

Axcient

WatchGuard

IT Glue

Job description

Lead a High-Performing 24/7 Service Desk

Are you an experienced Service Desk leader with a passion for operational excellence, customer service, and team development?

We're looking for a Service Desk Manager to take ownership of a busy 24/7 IT Service Desk supporting a diverse portfolio of external clients. This is a key leadership role within a growing Managed Service Provider (MSP), responsible for delivering exceptional support services, driving continuous improvement, and leading a team of technical professionals across multiple shifts.

You’ll play a vital role in ensuring service levels are achieved, major incidents are effectively managed, and customers receive a first-class support experience.

The Role

As Service Desk Manager, you’ll oversee a team of approximately 8-12 Analysts and Engineers, supporting 30-80 B2B customers and between 1,500-5,000 end users. Managing monthly ticket volumes of 1,200-2,500 incidents and requests, you’ll ensure operational efficiency while maintaining a strong customer focus.

Key Responsibilities

Leadership & Team Development

• Lead, coach and develop Service Desk Analysts across a 24/7 support model.
• Conduct regular 1-2-1s, performance reviews and career development planning.
• Build skills matrices and progression pathways from Junior Analyst through to Senior Engineer roles.
• Foster a high-performance, customer-centric culture.

Service Delivery & Operations

• Own Service Desk performance across all shifts.
• Manage ticket triage, prioritisation, escalations and shift handovers.
• Ensure achievement of SLA, First Response Time (FRT), MTTR and CSAT targets.
• Act as the operational lead during Major Incidents.

Workforce Planning

• Design and manage rotas for a true 24/7 support environment.
• Ensure fair shift allocation, adequate holiday cover and optimal resource utilisation.
• Maintain accountability and ownership across all support shifts.

ITIL Process Management

• Drive best practice across Incident, Request, Problem, Change and Major Incident Management.
• Improve Knowledge Base and Standard Operating Procedure quality.
• Identify trends, perform root cause analysis and implement preventative improvements.
• Oversee service management platforms including:
• RMM and monitoring tools
• IT Glue or similar documentation platforms

Technical Environment

• Microsoft 365
• Windows Server & Desktop environments
• DNS, DHCP and VPN technologies
• Backup platforms including Veeam, Datto and Axcient
• WatchGuard firewalls (desirable)

Client & Stakeholder Management

• Build strong relationships with customers and internal stakeholders.
• Lead regular operational reviews and service performance meetings.
• Produce clear monthly reporting with actionable recommendations.

Security & Compliance

• Support ISO 27001 controls and audit readiness.
• Ensure robust access management and change control processes.
• Oversee security incident reporting and governance activities.

What Success Looks Like

You’ll be responsible for driving measurable service excellence, including:

• SLA attainment of 95%+
• P1 response times of 5 minutes or less
• P3 first response times of 15-30 minutes
• First Contact Resolution rates of 60-70%+
• CSAT scores of 4.6/5 or higher
• Reduced ticket backlog and improved resolution trends
• Continuous improvement of documentation and knowledge management

About You

• 5-7+ years within IT Support or Managed Services environments.
• Minimum 2-3 years managing a Service Desk team, ideally within a multi-shift or 24/7 operation.
• Strong understanding of ITIL service management principles.
• Hands-on experience supporting Microsoft 365, Entra ID, Intune and Windows environments.
• Solid networking fundamentals covering DNS, DHCP and VPN technologies.
• Experience using ticketing and service management platforms.
• Strong client-facing communication and stakeholder management skills.

Desirable Qualifications & Experience

• ITIL Managing Professional.
• Microsoft certifications (MD-102, AZ-104).
• CompTIA Network+ or Security+.
• Experience with Veeam, Datto or Axcient backup solutions.
• WatchGuard firewall administration.
• PowerShell scripting and automation.
• Exposure to ISO 27001 environments and audit preparation.
• Additional European languages such as Polish, German or French.

Why Join Us?

This is an excellent opportunity to take ownership of a critical customer-facing operation within a growing MSP. You’ll have the autonomy to shape service delivery, develop your team, and make a real impact on customer success.

If you’re a people-focused Service Desk leader who thrives in fast-paced managed services environments, we’d love to hear from you.