IT Service Desk Manager-Munich

Location- Munich (Hybrid role)

Salary- €90 K + Healthcare + benefits

• →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

•  ITIL Foundation or higher certification.

•  Experience in organizations with formal governance, security, or compliance requirements.

•  Background in implementing shift‑left, automation, or self‑service initiatives.

•  Exposure to Problem Management and root‑cause analysis methodologies.

•  Experience working closely with Infrastructure, Security, and Application teams.