Service Desk Manager- Munich

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

• Service Desk leader who will roll up sleeves, build out early adopter teams
• Do a service Improvement process, review core SLA's
• Reviews bridge to OLAs
• 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.
• Experience using service management tools (e.g., ServiceNow, Freshservice, Jira Service Management).
• 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.
• Build focus groups of Users
• Manage a team of 9 in the UK and Germany

Desirable Qualifications

• ITIL Foundation or higher certification.
• Experience in organizations with formal governance, security, or compliance requirements.
• Exposure to Problem Management and root‑cause analysis methodologies.
• Experience working closely with Infrastructure, Security, and Application teams.