Service Desk Manager
Service Desk Manager
Posted on :
12-08-2025
Employer Active
1 Vacancy
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Job Description
What youll do
Regnology is seeking an experienced and customer-focused Service Desk Manager based in Romania 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
Operational Excellence
Incident & Problem Management
Communication & Customer Experience
Reporting & Continuous Improvement
Tooling and Automation
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.
Operational Excellence
- 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.
Incident & Problem Management
- 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 andfacilitateincident response and resolution using collaboration tools such as MS Teams ensuringtimelystakeholder engagement.
- Lead or support post-incident reviews ensuring corrective actions are clearly defined documented and tracked.
Communication & Customer Experience
- Issue proactive communication bulletins to inform end users of potential service disruptions orrequireduser actions.
Reporting & Continuous Improvement
- 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.
Tooling and Automation
- Develop subject-matterexpertisein 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
- Bachelors 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
- Letsgrow together join a market leadingSaaScompany 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 offernumerousindividual 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.
- Togetherwerebetter - meet your colleagues at ournumerousteam events.
To get a first impression we only need your CV and look forward to meeting you in a (personal/virtual) interview!
Recognizing the benefits of working in diverse teams we are committed to equal employment opportunities regardless of gender age nationality ethnic or social origin disability and sexual identity.
Are you interested Apply now!
Role ID- CS202539
About us
Regnology is a leading technology firm on a mission to bring safety and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 7000 financial institutions 30 regulators and 20 tax authorities as clients were uniquely positioned to bring greater data quality efficiency and cost savings to all market participants. With over 900 employees in 12 countries and a unified data ingestion model powering our work our clients can quickly implement and derive value from our solutions and easily keep pace with ongoing regulatory changes. For more information visit
Want to know more about Regnology Find our news and business events on LinkedIn: to know more about life and people at Regnology Check out our Instagram page: Experience:
Manager
Employment Type
Full-Time
Key Skills
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