Head of IT Service Desk

About the role

Are you ready to make an impact on a global scale? As our Global head of IT Service Desk, you’ll lead a diverse and talented team, ensuring seamless IT operations across all our European offices. Your mission: to lead the IT Service Desk in delivering exceptional support, optimizing processes, and enhancing user satisfaction.

Key Responsibilities

• Manage a geographically dispersed team of IT specialists, fostering collaboration, innovation, and knowledge sharing.
• Promote teamwork and cross-border cooperation to achieve shared goals.
• Monitor and optimize KPIs such as ticket resolution times, SLAs, and user satisfaction.
• Act as the escalation point during critical incidents, coordinating swift and effective responses.
• Maximize the potential of IT tools like Jira ITSM and Microsoft Teams, integrating AI and smart features.
• Develop and implement strategies to enhance IT support, focusing on efficiency and remote capabilities.
• Oversee staffing, tools, and vendor services, balancing cost-efficiency with exceptional service delivery.

Profile

To thrive and succeed in this role, we believe you have:

• A strong background in IT support or management, with proven success in driving both tactical and strategic improvements.
• Familiarity with ITIL frameworks and experience managing operations in large organizations or MSP environments.
• Expertise in tools like Jira, Microsoft Entra, Intune, and Active Directory, with a forward-thinking approach to integrating AI solutions.
• Exceptional leadership skills to inspire and manage a geographically dispersed team, fostering collaboration and innovation.
• Outstanding communication abilities to engage effectively with both technical and non-technical stakeholders.
• A strategic, data-driven mindset with the vision and expertise to deliver impactful IT solutions that drive business success.