EMEA Service Desk Manager

Overview

As a Service Desk Manager EMEA you will lead and optimize IT service desk operations across our Europe region. You will be a key player in shaping a high-performing, collaborative team ensuring the seamless IT support operations for our internal and external users. The team consists of 15-17 service desk professionals to whom you will provide leadership. In this position you will regularly travel across the EMEA region (approximately 20-30%) to support local operations, lead regional initiatives, and ensure alignment with global IT standards.

Responsibilities

• Oversee service desk management including its day-to-day operations, prioritization and timely resolution of tickets; resolving escalations for complex technical issues
• Ensure that all users (internal and external) receive prompt and efficient IT support.
• Provide leadership for our service desk team. Foster a positive and productive work environment, where team members have the skills and support necessary to succeed.
• Lead, mentor and motivate the team to deliver outstanding customer service; provide training and development opportunities and manage schedules to ensure sufficient coverage and ensure seamless operations.
• Optimize workflows, ticketing systems, and service delivery.
• Regularly assess performance metrics and feedback and make recommendations for CI opportunities to enhance the effectiveness of the IT service desk.

Qualifications

• In-depth understanding of IT support practices, ticketing systems, and incident management and proficiency in IT service management tools.
• Technical background in hardware, software, and networking support.
• Experience in leading IT service desk or technical support operations, including team management, performance coaching, and process improvement.
• Exceptional customer-facing communication skills with a focus on service excellence.
• Ability to handle escalated issues and conflicts with professionalism and tact.
• Degree in Information Technology, Information Systems, or a related field (preferred) or equivalent professional experience.
• ITIL Foundation Certification (preferred).
• Fluency in English. Additional European languages (i.e. German or Swedish) are a plus.

About Camfil

Camfil is a leading company in the industrial sector with a global presence. The company group consists of 41 companies in 30+ countries with 30 factories worldwide. Headquartered in Stockholm, Sweden, worldwide Camfil has 6000 employees. We prioritize a decentralized steering model with a trend towards a more structured and integrated model to manage our growth effectively. Camfil Group has a foundation of high entrepreneurial culture with a down-to-earth leadership style. Our organization values experience, effectiveness, common sense, and mutual respect. We prioritize inclusivity, diversity and a supportive work environment where humour and interpersonal support make challenging tasks easier. You can read more about Camfil at:

Please note that as we don´t provide visa sponsorship for this opportunity, in order to be considered for this position you need to have the right to work in the country where this role is based.