IT Service Desk Manager

Service Desk Operations & Performance Management Lead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zones Monitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction Identify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service quality Ensure consistent service delivery aligned to defined SLAs, OLAs, and business expectations Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support People Leadership & Team Development Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations Foster a culture of collaboration, accountability, continuous improvement, and customer-centricity Manage workforce planning, scheduling, performance management, and career development Drive employee engagement and retention in a high-volume, customer-facing support environment Customer Experience & Stakeholder Partnership Act as the primary escalation point for Service Desk-related issues and service disruptions Partner with senior IT and business leaders to understand user needs and improve service outcomes Champion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoption Communicate service performance, trends, risks, and improvement plans to leadership and key stakeholders Security, Compliance & Cross-Functional Collaboration Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availability Ensure Service Desk processes support access controls, identity management, and compliance requirements Participate in audits, risk assessments, and incident response activities as required Continuous Improvement & Service Maturity Drive ITIL-aligned best practices and standard operating procedures across the Service Desk Lead initiatives to reduce repeat incidents, shift-left support, and improve first-contact resolution Mature knowledge management to enable consistent, scalable, and self-service-driven support Support service transitions for new technologies, tools, acquisitions, and organizational changes Technology & Tooling Own and optimize the Service Desk tooling ecosystem (e.g., ServiceNow) in partnership with platform teams Leverage automation, workflow optimization, and analytics to modernize support delivery Ensure effective integration with endpoint management, asset management, and monitoring systems Experience supporting both Windows and Mac platforms What we offer: Hybrid working model (2 days in the office and 3 days working remotely) Stable employment with an employment contract, private medical care, and a benefits package including MultiSport and a benefits platform Opportunity to work in an international environment and collaborate with experienced Grant Thornton experts and professionals from around the world A culture based on teamwork, trust, and knowledge sharing A well-structured onboarding program to support a smooth start and successful integration into your new role Clear career development paths and access to learning and certification programs Access to training platforms and tools that support professional growth An inclusive workplace that welcomes people with disabilities A modern office in Poznań, located in Malta Office Park Required Qualifications: 5-10 years of experience in enterprise IT support, including 3+ years in a management capacity Proven experience managing global or multi-region Service Desk operations Strong knowledge of ITSM frameworks and best practices (ITIL preferred) Hands-on experience with enterprise ITSM platforms such as ServiceNow Experience supporting Microsoft 365 environments, basic networking concepts, and Active Directory environments Demonstrated ability to lead through change and scale operations in complex environments Exceptional communication, leadership, and problem-solving skills Fluency in Polish and English Preferred Qualifications: Experience operating a 24x7, follow-the-sun support model Experience supporting senior executives and VIP populations Exposure to automation, self-service portals, and digital workplace technologies Education / Professional Experience/ Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred) ITIL Foundation or higher certification Grant Thornton is seeking a Service Desk Manager to join our global IT support organization. The Service Desk Manager is responsible for leading and continuously improving a 24x7, 365 Service Desk operation supporting a diverse, global employee population. The candidate will oversee a team of 10-15 Service Desk agents supporting users across multiple regions across the globe. This role ensures consistent, secure, and high-quality end-user support across regions while driving operational excellence, regulatory compliance, and service maturity. The successful candidate will balance people leadership, operational rigor, and customer experience, partnering closely with IT leadership, infrastructure, security, and business stakeholders to deliver reliable, scalable, and unique end-user support services. Must have: ITSM, Microsoft 365, Networking, Active Directory Nice to have: ITIL, Degree