Job Description
The role at a based in Vilnius, you will initially lead eight Service Desk colleagues across Vilnius and Manila, reporting to the Head of Enterprise Technology & Architecture.
What you’ll do:
• Establish and scale the Global Service Desk operating model, defining accountabilities, coverage, service standards and a strong customer-service culture.
• Lead and develop the distributed Service Desk team, including day-to-day priorities, staffing, scheduling, capability building and recruitment as the function grows.
• Oversee incidents and service requests, ensuring clear ownership, timely resolution and effective escalation to Local IT, application, infrastructure and external support teams.
• Strengthen ITSM practices across incident, request, problem, knowledge, major-incident and service-level management; develop the service catalogue, SLAs, KPIs and escalation routines.
• Use service data and employee feedback to improve response and resolution times, first-contact resolution, service quality, reporting and operational efficiency.
• Manage the Service Desk budget and relevant suppliers, partnering with IT domain owners, Security, Enterprise Architecture and business stakeholders across regions.
• Drive self-service, knowledge reuse, automation and appropriate AI-assisted support, while supporting service transitions and potential follow-the-sun expansion.
Requirements
What you’ll bring:
• Experience leading an IT Service Desk, IT support organisation or comparable service function in an international or multi-site environment.
• A track record of building or significantly improving teams, processes, operating models and service reporting.
• Practical ITSM and ITIL knowledge, including Incident, Request, Problem, Knowledge, Major Incident and Service Level Management.
• Confidence with ITSM platforms, supplier and budget management, and collaboration with application, infrastructure and Local IT teams.
• Strong people leadership, stakeholder communication and the ability to establish ownership and resolve complex cross-team service issues.
