Service Desk Manager

Job summary

Service Desk Manager Remote options available - EMEA travel required The successful candidate will play a pivotal role in managing a fast-paced Shared Services IT Infrastructure operation across EMEA. This is a highly visible position within the organization — one that requires both technical expertise and strong people leadership. You will directly oversee local support team leaders and their teams across multiple EMEA branch offices, ensuring consistent service excellence while driving best practices and process standardization across regions. The role involves regular and sometimes significant travel within EMEA and offers the opportunity to make a tangible impact in shaping a future-proof Service Desk and Infrastructure landscape. Key Responsibilities Lead and develop regional IT support teams across multiple EMEA sites. Take ownership of: ITSM (ServiceNow) – process ownership and optimization Infrastructure Monitoring Escalation (SolarWinds) Desktop/Software Deployment (SCCM) Client Patching Operations & local SecOps Establish and refine supporting processes to future-proof the EMEA Service Desk model. Ensure Service-Desk best practice and operational excellence across multiple cultures and geographies. Act as a bridge between business and technology – translating complex environments into clear, actionable solutions. Key Technical Skills & Experience Proven experience in Service-Desk Standardization and Best Practice ServiceNow ITSM (preferred) or similar ITSM tools SCCM (preferred) or comparable deployment platforms Vendor/Procurement & Client Management Client Patch Management and basic SecOps understanding Windows 10/11 Client Support expertise Personal Attributes Experienced in working within truly international teams Strong soft skills and emotional intelligence Calm under pressure; resilient in high-intensity situations Proactive , pragmatic, and solutions-oriented Outstanding communication skills   Flexible, adaptable, and driven Ability to explain complex technical issues in clear, business-friendly terms Service Desk Manager Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.  Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously.  Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website