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Service Desk

Service Desk Manager

Published on: 1758499200

In Cyclad we work with top international IT companies in order to boost their potential in delivering outstanding, cutting edge technologies that shape the world of the future. Currently, we are looking for an experienced, hands-on Service Desk Manager to lead our Service Desk team within a global organization. The person in this role will be responsible for the day-to-day operational management of the team, delivering top-quality IT support, and actively contributing to technical tasks.

Project information:

Location: Warszawa (hybrid model of work)
Type of employment: employment contract or B2B contract
Project language: English

Your tasks:

Managing and developing the Service Desk team (recruitment, motivation, performance reviews, professional growth).
Providing daily operational support in a hands-on manner - participating in ticket handling and problem resolution.
Ensuring high-quality end-user support across a geographically dispersed, international environment.
Defining, monitoring, reporting, and optimizing KPIs and SLAs.
Implementing, enforcing, and improving IT policies and procedures in close cooperation with teams across multiple countries.
Overseeing Microsoft 365 tools and technologies, including:
- Intune administration,
- configuration and supervision of Conditional Access and MFA policies,
- support for Teams, Exchange Online, SharePoint Online, Entra, and PowerAutomation,
- license management.
Collaborating closely with other IT teams.
Expanding the IT service catalog and maintaining operational documentation.
Managing escalations and ensuring effective communication with business stakeholders.
Identifying recurring issues and driving proactive improvement initiatives.

Closes in 7 days!

Location:

Warszawa

Salary:

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Requirements:

Minimum of 5 years of experience in IT Service Desk, including at least 2 years in a managerial or leadership role.
Experience working in an international environment.
Advanced, practical expertise in Microsoft 365, including Intune and Conditional Access.
Proven ability to manage and implement policies and procedures in a multi-country setup.
Experience with ITIL processes (ITIL v3/v4 certification is a plus).
Strong analytical skills and experience with KPI and SLA reporting.
Excellent communication skills, with the ability to collaborate across different cultures and organizational levels.
English proficiency at minimum C1 level.
Proactive problem-solving mindset with a focus on continuous process improvement.
Project management experience.
Solid knowledge of Windows 11.
Experience working with macOS, iOS, and Android systems.

Nice to Have:

Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, ManageEngine).
Knowledge of IT security and compliance.
Experience managing IT vendors.

We offer:

Stable employment in a global organization.
The opportunity to influence the development of Service Desk processes and standards.
Participation in global projects.

Any questions? Contact