Service Desk Manager

What you'll do

Regnology is seeking an experienced and customer-focused Service Desk Manager based in Poland to join our team. 
In this role, you will be responsible for managing the day-to-day operations of the Service Desk function, ensuring alignment with ITIL best practices for Incident Management, Request Fulfilment, and Service Level Management. 
You will drive high-quality service delivery by implementing standardized and efficient ITSM processes. 
A critical aspect of your responsibilities will be embedding ITIL-aligned workflows to enhance operational maturity, increase efficiency, and ensure consistent service delivery. 
You will lead efforts to define, track, and take ownership of key performance indicators (KPIs) such as SLA compliance and First Contact Resolution, using these metrics to measure success and guide continual service improvement. 
By leveraging your expertise in ITSM tools (e.g., Zendesk or Jira Service Management), you will develop operational dashboards that provide actionable insights to support performance management and strategic decision-making. 
 Additionally, you will play a key role in fostering a customer-centric culture and ensuring prompt, effective resolution of incidents and service requests to maintain high customer satisfaction. 

Your key accountabilities are: 
Leadership & Team Management 

• Lead and coach reporting team members while positively influencing cross-functional collaboration.

• Oversee the Service Desk operations through daily recurring activities and structured process execution.
• Define, monitor, and report on Service Level Agreements (SLAs) including Response Times and Resolution Times, to improve service outcomes.
• Standardize procedures for incident logging, classification, prioritization, resolution, and post-incident review, promoting consistency across all support interactions.
• Drive alignment across support, infrastructure, and product teams by implementing repeatable and auditable incident and problem management processes.
• Promote a culture of continuous learning by embedding feedback loops and sharing best practices to prevent recurrence of major incidents.

• Establish and continuously improve structured, auditable processes for Incident Management and Root Cause Analysis, aligned with ITIL best practices.
• Define clear workflows for incident communication, escalation, and follow-up, including use of templates and playbooks for high-priority or recurring issues.
• Coordinate and facilitate incident response and resolution using collaboration tools such as MS Teams, ensuring timely stakeholder engagement.
• Lead or support post-incident reviews, ensuring corrective actions are clearly defined, documented, and tracked.

• Issue proactive communication bulletins to inform end users of potential service disruptions or required user actions.

• Generate and analyze service performance reports using tools such as Power BI, focusing on ITIL metrics. Ensure reports are actionable and support internal reviews and external stakeholder transparency.
• Aggregate available service-related information and translate it into action plans with team leads; escalate systemic issues or risks to IT Management.

• Develop subject-matter expertise in the ITSM platform (e.g., Zendesk or Jira Service Management) and provide data-driven recommendations for service tool configuration or process enhancements.

Why we should decide on you

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Proven experience in a service desk or technical support management role. With a
   clear history of leading change and implementing/enhancing process
• Strong leadership and team management skills, with the ability to motivate and
   inspire a team.
• Excellent communication and interpersonal skills, with a customer-focused
   mindset.
• Strong problem-solving and analytical abilities, with a keen attention to detail.
• Familiarity with service desk ticketing systems and ITIL or other service
   management frameworks.
• Certification in ITIL or other relevant service management methodologies would be
   a must.
• Knowledge of regulatory reporting and compliance processes would be a plus.

Why you should decide on us

• Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects. 
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.