IT Service Desk Manager

Grant Thornton Capability Center Poland is a global IT support organization. The Service Desk Manager leads a 24x7, 365 Service Desk operation supporting a diverse, global employee population across multiple regions. The team consists of 10-15 Service Desk agents.

• 5-10 years of experience in enterprise IT support, including 3+ years in management
• Proven experience managing global or multi-region Service Desk operations
• Strong knowledge of ITSM frameworks and best practices (ITIL preferred)
• Hands-on experience with enterprise ITSM platforms such as ServiceNow
• Experience supporting Microsoft 365, basic networking concepts, and Active Directory environments
• Ability to lead through change and scale operations in complex environments
• Exceptional communication, leadership, and problem-solving skills
• Fluency in Polish and English

Nice to have:

• Experience operating a 24x7, follow-the-sun support model
• Experience supporting senior executives and VIP populations
• Exposure to automation, self-service portals, and digital workplace technologies
• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL Foundation or higher certification

Service Desk Operations & Performance Management:

• Lead day-to-day operations of a follow-the-sun Service Desk across multiple time zones
• Monitor and report on service performance metrics including SLA adherence and customer satisfaction
• Identify trends and drive process improvements
• Ensure consistent service delivery aligned with SLAs, OLAs, and business expectations
• Oversee incident, request, and knowledge management processes

People Leadership & Team Development:

• Lead, mentor, and develop Service Desk leads and agents globally
• Foster collaboration, accountability, continuous improvement, and customer-centricity
• Manage workforce planning, scheduling, performance management, and career development
• Drive employee engagement and retention in a high-volume support environment

Customer Experience & Stakeholder Partnership:

• Serve as primary escalation point for Service Desk issues
• Partner with senior IT and business leaders to improve service outcomes
• Champion initiatives enhancing end-user experience including self-service and automation
• Communicate service performance and improvement plans to leadership

Security, Compliance & Cross-Functional Collaboration:

• Collaborate with Information Security, Infrastructure, Endpoint, and Application teams
• Ensure Service Desk supports access controls, identity management, and compliance
• Participate in audits, risk assessments, and incident response activities

Continuous Improvement & Service Maturity:

• Drive ITIL-aligned best practices and standard operating procedures
• Lead initiatives to reduce repeat incidents and improve first-contact resolution
• Mature knowledge management for scalable self-service support
• Support service transitions for new technologies and organizational changes

Technology & Tooling:

• Own and optimize the Service Desk tooling ecosystem including ServiceNow
• Leverage automation, workflow optimization, and analytics
• Ensure integration with endpoint management, asset management, and monitoring systems
• Support Windows and Mac platforms