Description

In this role, you will oversee the day-to-day operations of the EMEA IT service desk, manage and mentor a global team, ensure SLA compliance, and drive continuous improvement through data-driven reporting. You'll also oversee incident response and contribute to scaling the team as the business grows.

Requirements

• Experience managing and growing a global service desk team
• Established processes and procedures for a service desk
• Data-driven decision making with KPI reporting
• Ability to manage multiple priorities in fast-paced environment
• Excellent written and verbal communication

Responsibilities

• Oversee day-to-day service desk operations
• Manage, develop, and mentor global service desk team
• Oversee incident response and root cause analysis
• Develop and report on team KPIs and service trends
• Manage budget, licenses, and SLA compliance