Service Desk Manager

Quick Facts

• Role: Service Desk Manager

Description

Manage end-to-end IT support operations to deliver a smooth, responsive user experience guided by ITIL best practices. Lead Level 1 support, coordinate escalations to Levels 2 and 3, and ensure SLA/OLA/KPI compliance for incidents, requests, and problems. Oversee team leadership, governance/reporting, supplier performance, and continuous improvement through automation and workplace modernization.

Responsibilities

• Run operational management of the Service Desk

• Supervise Level 1 activities and coordinate escalations to Levels 2 and 3

• Ensure service commitments are met (SLA, OLA, KPIs)

• Manage incident, request, and problem handling

• Organize on-call/shift coverage to maintain uninterrupted service

• Lead, coach, and develop the Service Desk team (including recruitment and onboarding participation)

• Create actionable dashboards and report key metrics

• Track KPIs including FCR, SLA compliance, CSAT, volume, and MTTR

• Present outcomes in steering committees and propose improvement plans

• Govern ITIL processes: Incident, Request, Problem, Knowledge Management, and Change Enablement

• Enrich the knowledge base and ensure ITIL good practices are followed

• Manage support partners: monitor quality and compliance with contractual commitments

• Drive continuous improvement (automation, self-service) to reduce recurring incidents

• Contribute to digital transformation and workplace modernization projects

Requirements

• French and German proficiency (Luxembourgish is a plus)

• ITIL v4 Foundation (minimum)

• At least 5 years of experience in IT support

• At least 3 years in a support coordination or management function

• Strong experience with Microsoft environments: M365, Teams, SharePoint, Intune, Azure AD/Entra ID, Windows 11

• Experience with an ITSM tool (e.g., ServiceDesk Plus)

• Good understanding of network and systems infrastructure

• Awareness of cybersecurity principles

• Bac+3 to Bac+5 degree in IT/systems/information systems or equivalent proven experience