h3We are looking for our next Service Desk Manager! /h3 pAre 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! /p pAs 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. /p h3What you will do: /h3 ul libPeople Leadership: /b Guide, motivate, and develop the Service Desk team, setting clear goals and fostering a collaborative, high-performance culture. /li libProcess Ownership ITIL: /b Manage and optimize Incident, Request, and Problem Management processes, ensuring strict compliance with Service Level Agreements(SLAs). /li libEnterprise 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. /li libData-Driven Improvement /b: Monitor and analyse department KPIs (e.g., First Fix Rate, CSAT) to identify bottlenecks, optimization areas, and automation opportunities. /li /ul h3Who we are looking for: /h3 ul liSolid experience (3-5+ years)



leading Service Desk or IT Support structures. /li liStrong knowledge of ITIL frameworks and best practices (certification is a major plus). /li libFluent in both Italian and English /b, with the ability to confidently manage professional relations in international contexts. /li liProven leadership, empathy, and strong stress-management skills. /li liCustomer-centric mindset with the ability to bridge the gap between technical teams and business stakeholders. /li /ul h3What we offer: /h3 ul liA challenging, fast-paced, and evolving technological environment. /li liThe opportunity to make a real impact by driving the strategic transformation of the department. /li liA supportive culture that values initiative and professional growth. /li liWork setup: Hybrid model based in our Formigine (MO) office. /li /ul pbExpected salary range for the role: /b €40,000–€45,000 per year. /p pThe 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. /p p#ServiceDeskManager #ITIL #ITJobs #ModenaTech #Hiring #IncidentManagement #ITGovernance /p #J-18808-Ljbffr

📌 Service Desk Manager (Formigine)
🏢 FTP srl · Information Technology Solutions
📍 Formigine