Service Desk Manager

Ion

5-8 Years | Milano, Metropolitan City of Milan, Italy (On Site) | Full Time | 7 months ago

Apply Now

Job Summary

We are seeking a Service Desk Manager to oversee the day-to-day support for business users, front and back office teams, management, and VIP clients. This managerial role, based in Milan, involves establishing a new office while contributing to global support efforts and adhering to company IT procedures. Responsibilities include managing operational activities, providing end-user support for Microsoft Office Suite and other software, Windows/Mac support, maintaining equipment records, managing support teams, conducting 1-to-1 meetings, providing training, reporting to the Head of Global Service Desk, and innovating processes to streamline global service desk operations. The role requires assigning tasks, managing tickets, and handling escalated issues.

Must Have

5-8 years of professional experience, preferably with a software company
VIP Support experience
Video Conference Support (Teams Rooms)
Advanced knowledge of Mac OS X, Windows OS, and Windows Server
Competency in Domain services (AD, AAD, DNS, DHCP)
Microsoft Office Suite expertise
Anti-Virus and Backup knowledge
Intune Imaging experience
Active Directory knowledge (account creation/deletion, group management)

Good to Have

Azure AD Administration
Experience with Autopilot and Intune
O365 Apps Administration
Understanding of networking technologies
Hardware maintenance
Knowledge of VoIP/SIP communications
Powershell Scripting
Printer Administration

Job Description

About us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, data, and business insights to corporations, central banks, financial institutions, and governments. We are a truly global company; we employ 13,000+ people at 60+ offices and serve 4,800+ customers worldwide.

About The Role

The candidate would be responsible for the day-to-day support of the business users, front and back office teams, management, along with VIP support. This role will be a Team Lead/Managerial position based in Milan, where you’ll have the unique opportunity of starting the office from scratch but will be working as part of the global teams providing support to other offices when required, while adhering to company IT Procedures and Policies.

Duties will vary and will range from global project work, to creating user accounts for new joiners, to engaging with your team members. The ability to self-start and multi-task is a must.

Key Accountabilities of the Role

Support day-to-day operational activities
Provide end user support for Microsoft Office suite of apps and other daily operational software.
Windows/Mac Support
Keep records of equipment ownership/updated documentation
Manage a range of staff teams supporting different Company products
Manage Team members, approving leave, having regular 1to1 meetings in order to set them up for success in their roles.
Provide training as required
Reporting to the Global Service desk Head of Department regularly
Find and innovate & creative solutions to problems that could be used globally amongst all of the service desk teams to streamline processes.
Assign out tasks/tickets for team members to complete, while taking ownership of high priority/escalated tickets.

Desired Skills and Experience

5-8 years professional experience, preferably with a software company
VIP Support
Video Conference Support (Teams Rooms)
Advanced knowledge of the following operating systems and hardware: Mac OS X (10+), Windows OS (10 & 11), Windows Server 20xx
Competency in the following areas: Domain services (AD, AAD, DNS, DHCP), Microsoft Office Suite, Anti-Virus, Backup, Intune Imaging, Knowledge of Active Directory – creating and deleting accounts, adding to groups, distribution lists, etc

Preferred but Not Required Skills

Azure AD Administration
Experience with Autopilot and Intune
O365 Apps Administration
Understanding of networking technologies and platforms.
Hardware maintenance
Knowledge of VoIP/SIP communications
Powershell Scripting
Printer Administration

Important notes

According to the Italian Law (L.68/99) please note that candidates from the disability list will be given priority.

Due to the high volume of applications, only those candidates that meet the required criteria for selection will be contacted.

Please do not apply if you don’t currently have the legal right to work in Italy, or if that right is just about to expire, or if that right has restrictions imposed which would prevent you from undertaking a full-time employment contract.

8 Skills Required For This Role

Ms Office Networking Dns Azure Dhcp Windows Server Powershell Microsoft Office