Service Desk Manager

Jobbex; Almada; On-site; EUR 45,000 - 65,000; Full time

Job summary

Jobbex is hiring a Service Desk Manager in Portugal to establish and manage a new IT Operations Center and ensure smooth IT service delivery.

The role focuses on ITIL-based process design, capacity planning, and leading the Operations Management Team to improve SLAs, OLAs and KPIs while supporting enterprise IT environments.

Qualifications

• 5+ years of experience in Service Desk Management & IT Operations.
• Strong expertise in ITIL frameworks and service management.
• Proven leadership of enterprise IT teams.
• Experience defining and managing SLAs, OLAs and KPIs.

Responsibilities

• Establish and manage a new IT Operations Center (Service Desk).
• Develop and enforce ITIL-based processes, workflows and escalation paths.
• Define capacity management strategies and resource allocation.
• Lead the Operations Management Team (TTS) to optimize service efficiency.
• Monitor OLAs, SLAs and KPIs to maintain high service quality.

Skills

ITIL frameworks

Service Desk Management

IT Operations

Team Leadership

Travel availability

Job description

Get AI-powered advice on this job and more exclusive features. Jobbex, a company that empowers people & organizations by matching great talents to great projects, is looking for the next

Service Desk Manager

to support one of our clients. If you feel inspired to make a change and if you want to be part of the cool kid on the block, this opportunity is for you! Be ready to find at Jobbex Portugal the transparent, friendly, and professional work environment you have been looking for. Responsibilities: Establish and manage a

new IT Operations Center (Service Desk), ensuring smooth implementation. Develop and enforce

ITIL-based processes, including

support models, workflows, and escalation paths. Define

capacity management strategies, including team size estimation and resource allocation. Lead and mentor the

Operations Management Team (TTS)

to optimize service efficiency. Monitor and improve

OLAs, SLAs, and KPIs

to maintain high service quality. You'll be a great match if you have:

Availability to travel for the first 2 months. 5+ years

of experience in

Service Desk Management & IT Operations. Proven

team leadership or tech lead

experience in enterprise IT environments. Strong expertise in

ITIL frameworks, service management, and IT operations strategy. Experience defining and managing

SLAs, OLAs, and performance metrics. Seniority level

Not Applicable Employment type

Full-time Job function

Information Technology Industries

IT Services and IT Consulting