IT Service Desk Manager - Remote

Overview

The IT Service Desk Manager will oversee the operational model of the Service Desk, ensuring effective incident, request, and change management processes integrated with ITIL, and lead a team of engineers in a growing MarTech company.

In Short

• Manage the Service Desk operational model (L1/L2) integrated with ITIL.
• Full cycle access management for applications via Jira Service Management.
• Plan and manage the budget for software licenses for end-users.
• Oversee IT equipment procurement and configuration.
• Control incident/request processing in Jira Service Management.
• Collaborate with IT infrastructure and business systems for process improvements.
• Lead a team of up to 10 engineers, focusing on training and development.
• Create dashboards and reports in Jira/Confluence.

Requirements

• Integration of ITIL processes and administration of Jira Service Management.
• Experience leading a Service/Help Desk team in an international environment.
• Management of Windows/macOS endpoints and identity/access concepts.
• ITIL Foundation certification, preferably ITIL v4.
• Upper-Intermediate English proficiency.

Benefits

• Opportunity to work in a growing international company.
• Access to training and development resources.
• Collaborative team environment.