Service Desk Manager

About the role

The Service Desk Manager leads the first‑line IT support function, overseeing teams that handle AV, walk‑up, meeting‑room and printer assistance. This role ensures high‑quality, continuous service delivery in a hybrid work environment while acting as the main liaison between the local firm, global IT groups, and strategic partners.

Key responsibilities

• Coordinate, motivate and develop first‑line support teams to meet customer‑service standards.
• Define and implement team strategy, vision and goals aligned with organisational objectives.
• Manage customer escalations, ensuring timely resolution and high satisfaction.
• Maintain transparent reporting for stakeholders and senior management.
• Represent the local firm in global IT initiatives, monitor global KPIs and SLAs.
• Oversee vendor relationships and ensure quality of external services.
• Lead Service Desk‑initiated projects from planning through execution.

Required profile

• Proven leadership experience in an IT support environment.
• Strong problem‑solving mindset and excellent communication skills.
• Deep understanding of IT service management principles.
• Ability to work effectively with global teams and external partners.

Required skills

• IT service management

What we offer

• Opportunity to shape IT service delivery across a multinational organisation.
• Collaborative hybrid work setting.
• Professional development and leadership growth.