Service Desk Manager

IT Service Desk Manager

Location: Munich
Salary: €70K + benefits
Language: German Speaker

The Service Desk Manager will be responsible for leading and managing the IT Service Desk team to deliver exceptional support services across the organization. The role will focus on maintaining high-quality technical support, service delivery, and customer satisfaction within a Microsoft and Azure-based environment.

Key Responsibilities

• Lead and manage the daily operations of the IT Service Desk team (Tier 1–3).
• Ensure timely resolution of incidents, requests, and problems in line with SLAs.
• Oversee queue management, escalation procedures, and performance reporting.
• Implement and maintain ITIL-aligned service management processes (Incident, Problem, Change, Request, Knowledge).
• Develop and track KPIs and metrics to measure team performance and service quality.
• Should have experience in Microsoft & Azure Environment-manage and optimize support for Microsoft 365, Azure Active Directory, Intune, and other Microsoft cloud services.

Required Skills & Experience

5+ years of experience in IT support or service desk management, ideally in a Microsoft/Azure environment.

Strong knowledge of:

• Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive)
• Azure Active Directory (Identity, Roles, Security Groups)
• Microsoft Intune / Endpoint Manager
• Windows Server and desktop OS (Windows 10/11)
• ITSM tools (e.g., ServiceNow, Jira Service Management)

Excellent understanding of ITIL best practices and service delivery frameworks.

Desirable

• Microsoft Certified: Azure Administrator Associate (AZ-104) or equivalent.
• Microsoft 365 Certified: Enterprise Administrator Expert.
• ITIL v4 Foundation or higher certification.
• Experience in managing hybrid cloud environments.