IT Service Desk Manager

About the role

Prima is looking for an experienced IT Service Desk Manager to lead a team of 10 professionals supporting over 1,600 employees across Italy, the UK and Spain. You will own the end‑to‑end employee technology experience and drive continuous improvement of workplace services.

Key responsibilities

• Lead and develop a team of 10 IT professionals delivering support to a multinational workforce.
• Define and execute the strategy for IT support services, covering hardware lifecycle, onboarding, office IT and enterprise applications.
• Oversee service delivery across internal teams and external suppliers, ensuring reliability, scalability and security.
• Drive automation, self‑service and knowledge‑management initiatives to create a proactive support function.
• Manage budgets, vendor relationships and procurement activities.
• Provide strategic reporting and insights to senior stakeholders.

Required profile

• Extensive experience leading IT Service Desk or Workplace Technology functions in large organisations.
• Deep knowledge of ITSM practices, device lifecycle management and workplace infrastructure.
• Proven ability to manage distributed teams, establish KPIs, and implement automation and self‑service strategies.
• Strong commercial, stakeholder and vendor management skills, with experience handling budgets and procurement.

Required skills

• Google Workspace (enterprise SaaS platform)
• ITSM (IT Service Management) tools and processes
• Automation technologies
• AI‑enabled support solutions
• Knowledge‑management platforms