Service Desk Manager
Job Summary
Job Description
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
8 skills required
Job Details
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.
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About The Company
We’re visionary innovators who are delivering mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments. By combining our passion for automation with a strategic view on the industries we serve, we design solutions that improve decision-making, simplify complex processes, and empower people. Simply put, we help our customers do more, faster and better than before. We believe our investments in research and development are shaping the future of automation and enabling our customers to transform their business. And we embrace the power of community, working with each other and with our customers to succeed through a positive culture of continuous improvement.
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