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Prima

IT Service Desk Manager

Prima

IT Service Desk Manager overseeing technology support for more than 1,600 employees across Italy, the UK, and Spain. Leading a team of IT professionals to drive innovation and service excellence.

Posted 7/3/2026full-timeMilan • 🇮🇹 ItalyMid-LevelSeniorWebsite

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • Lead a team of 10 IT professionals supporting more than 1,600 employees across Italy, the UK, and Spain.
  • Define the strategy for IT support services and oversee service delivery across internal teams and suppliers.
  • Drive automation, self-service, and knowledge management initiatives to build a proactive support function.

Requirements

What you’ll need
  • Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations, with deep knowledge of ITSM practices, workplace technologies, device lifecycle management, enterprise SaaS platforms (Google Workspace), and workplace infrastructure.
  • Proven experience managing distributed teams, driving service desk transformation, establishing KPIs and governance, implementing automation and self-service strategies, and delivering scalable, high-performing support operations.
  • Strong commercial and stakeholder management skills with experience owning budgets, vendor management, procurement, sourcing strategies, and using data to drive continuous improvement while balancing operational excellence with long-term strategy.

Benefits

Comp & perks
  • Work Your Way: Enjoy hybrid working, with a mix of home and office days.
  • Grow with us: Access to learning resources, mentorship and a tailored growth plan.
  • Thrive and perform: Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
Workplace TechnologyDevice Lifecycle ManagementEnterprise SaaS PlatformsKPI EstablishmentGovernance ImplementationAutomation StrategiesSelf-Service StrategiesSupport Operations Management
Soft Skills
Commercial ManagementVendor ManagementProcurement SkillsData-Driven Decision Making