pulliA tempo indeterminato /liliTempo pieno /liliIbrido (Formigine, Emilia-Romagna, Italia) /li /ulh3We are looking for our next Service Desk Manager!
/h3pAre you an IT professional with a passion for service excellence, structured processes, and people development?
Do you thrive in dynamic, international setups?
We want to hear from you!
/ppAs we scale and evolve our organizational structure, we are looking for a key leader to guide our Service Desk team.
You will ensure top-tier support for both our internal organization and international clients, driving continuous improvement across all operational workflows.
/ph3What you will do: /h3ullipbPeople Leadership: /b Guide, motivate, and develop the Service Desk team, setting clear goals and fostering a collaborative, high-performance culture.
/p /lilipbProcess Ownership ITIL: /b Manage and optimize Incident, Request, and Problem Management processes, ensuring strict compliance with Service Level Agreements(SLAs).
/p /lilipbEnterprise Client Liaison: /b Act as a key escalation point, working closely with engineering teams, infrastructure specialists, and Account Managers to ensure seamless communication with global partners.
/p /lilipbData-Driven Improvement /b: Monitor and analyse department KPIs (e.g., First Fix Rate, CSAT) to identify bottlenecks, optimization areas, and automation opportunities.
/p /li /ulh3Who we are looking for:



/h3ullipSolid experience (3-5+ years) leading Service Desk or IT Support structures.
/p /lilipStrong knowledge of ITIL frameworks and best practices (certification is a major plus).
/p /lilipbFluent in both Italian and English /b, with the ability to confidently manage professional relations in international contexts.
/p /lilipProven leadership, empathy, and strong stress-management skills.
/p /lilipCustomer-centric mindset with the ability to bridge the gap between technical teams and business stakeholders.
/p /li /ulh3What we offer: /h3ullipA challenging, fast-paced, and evolving technological environment.
/p /lilipThe opportunity to make a real impact by driving the strategic transformation of the department.
/p /lilipA supportive culture that values initiative and professional growth.
/p /lilipWork setup: Hybrid model based in our Formigine (MO) office.
/p /li /ulpCCNL: Commercio /ppbExpected salary range for the role: /b €40,000–€45,000 per year.
/ppThe final job grade and compensation package will be determined based on the candidate's actual level of competence, experience, and autonomy in relation to the complexity of the role, in full compliance with objective, gender-neutral assessment criteria.
/pp#ServiceDeskManager #ITIL #ITJobs #ModenaTech #Hiring #IncidentManagement #ITGovernance /p /p #J-*****-Ljbffr

📌 Service Desk Manager (Formigine)
🏢 FTP
📍 Formigine