IT Service Manager
Our client is looking for a seasoned, customer-focused IT Service Manager to oversee IT service operations and ensure consistent, high-quality support throughout the organization.
The successful candidate will be a strong leader with solid technical expertise, exceptional communication abilities, and demonstrated experience managing service desks, support teams, and IT service processes in a dynamic enterprise setting.
Responsibilities
- Direct the day-to-day activities of the IT Service Desk and Level 1–2 support teams.
- Ensure incidents, service requests, and escalations are resolved promptly.
- Track, review, and enhance service performance through SLAs, KPIs, and reporting dashboards.
- Implement and uphold ITIL-aligned processes such as Incident, Request, Problem, and Change Management.
- Maintain a consistent and positive end-user support experience across all locations and business units.
- Lead, coach, and support a team of service desk analysts and support engineers.
- Conduct performance reviews, establish objectives, and foster a culture of accountability and high performance.
- Organize and manage 24/7 support coverage when required.
- Act as the main point of contact for business stakeholders regarding IT service operations.
- Manage endpoint environments, monitoring tools, ticketing platforms, and ITSM systems.
- Collaborate with Infrastructure, Cybersecurity, ERP, and Business Applications teams to resolve complex technical problems.
- Ensure accurate tracking and lifecycle management of IT assets.
Requirements
- Experience managing support teams in multi-site or global environments.
- Strong understanding of Windows environments, Active Directory/Entra ID, networking fundamentals, endpoint technologies, and ticketing systems.
- Solid knowledge of the ITIL framework; ITIL certification is an asset.
- Hands-on experience with ITSM tools such as FreshService, ManageEngine, or comparable platforms.
- Background supporting cloud and hybrid systems (e.g., Microsoft 365, Azure).
Education and Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- ITIL certification is preferred.
- 5–8 years of experience in IT service or support roles, including at least 3 years in a leadership/managerial capacity.
- Located in Malta and local experience in a multi-national company
Benefits
Job Reference: SH980
