We are looking for an operative IT Help Desk Manager, EMEA for our international client's team. In this role, you will combine team leadership with hands-on technical expertise, driving service excellence, supporting executive stakeholders, and ensuring smooth IT operations across the EMEA region.
Main responsibilities:
- Lead, coach, and develop a 5-person international help desk team
- Own daily operations, workload distribution, and ticket prioritization
- Ensure SLA compliance, service quality, and continuous improvement
- Act as a senior (L2/L3) escalation point for complex and critical incidents
- Provide high-touch VIP/C-level support (devices, meetings, urgent issues)
- Drive process improvements, automation, and service enhancements
- Monitor performance, prepare reports, and present insights to management
- Collaborate with global IT, infrastructure, and security teams
Required skills:
- Proven experience leading IT support/help desk teams
- Strong hands-on technical troubleshooting skills (L2/L3)
- Experience supporting senior stakeholders or executives
- Good understanding of IT service management (ITIL is a plus)
- Strong communication skills in an international environment
- Ability to balance leadership with hands-on technical work
What our partner can offer to you:
- High visibility and direct impact across the business
- Opportunity to shape a growing international team
- Combination of leadership, technical depth, and executive interaction