Service Desk Manager

We are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with a strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while being a key player in the EU Institutions for the past 30 years. We hold an outstanding record of 500+ organizations in 70+ countries, that have chosen our solutions and services, to fulfil their business needs. Our team of 3500+ professionals is our driving force and our most valuable asset.

Ever wondered what it feels like to be a Service Desk Manager in Netcompany-Intrasoft? 

We are looking for a Service Desk Manager to lead our applications’ support team and ensure efficient handling of technical issues, service requests, and end-user support. The ideal candidate will be responsible for managing service desk operations and ensuring high customer satisfaction.

As a Service Desk Manager you will:

1. Leadership & Team Management

• Supervise and mentor a team of service desk analysts and technicians.
• Set and track team goals, KPIs, and SLAs to ensure high service quality.

2. Incident & Request Management

• Oversee the service desk’s ticketing system and workflow.
• Ensure timely resolution of IT incidents and service requests.
• Manage escalations and coordinate with other IT teams for complex issues.

3. IT Service Management (ITSM) & Best Practices

• Implement and maintain ITIL 4-based service management processes.
• Ensure adherence to incident, problem, and change management procedures.
• Drive continuous improvement initiatives for service efficiency.

4. Customer Experience & Communication

• Act as the primary point of contact for service-related issues and escalations.
• Ensure clear and professional communication with end-users and stakeholders.

5. Performance Monitoring & Reporting

• Generate reports on service desk performance, incident trends, and SLAs.
• Analyze data to identify areas for improvement.
• Present performance metrics to IT leadership and business stakeholders.

6. Technology & Tools Management

• Oversee service desk tools and platforms e.g. JIRA.
• Maintain knowledge base articles and self-service portals for end-users.
• Evaluate and implement new technologies to enhance service desk operations.

7. Collaboration & Strategic Initiatives

• Work closely with other teams and stakeholders to resolve issues.
• Align service desk processes with business and IT objectives.
• Lead initiatives to improve IT support efficiency and automation.

What would make you a fit for the role:

• Experience: 5+ years in IT support, with at least 2 years in a leadership role.
• Education: Bachelor’s degree in IT, Computer Science, or a related field.
• Certifications (Preferred): ITIL 4 Foundation.
• Technical Knowledge: 1)ITIL 4 best practices and IT service management principles. 2)Experience with ITSM tools like JIRA. 3)Enterprise applications troubleshooting.

It would also be a plus if you match some of the following:

• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Effective communication and stakeholder management skills.

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:

• The opportunity to work in a modern environment.
• A competitive compensation & benefits package
• Hospitalization plan
• Hybrid working model
• Meal and commuting allowance
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• A personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany-Intrasoft Athens, you will be part of a vivid team of 2000+ tech enthusiasts. When at the office you will have the chance to work at our brand-new, state-of-the-art, sustainable offices, located in 3 different spots in Athens!

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://netcompany.com/careers/greece/our-values/

 #BePartOfSomethingGreat!

Please submit your CV in English. All applications will be treated as strictly confidential.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany-Intrasoft culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our our everyday working experience.