Senior Manager of IT Service Desk & Field Services

We are seeking a Senior Manager, Global Service Desk & Field Services based in Krakow, Poland. This role will lead the global Service Desk and Field Services teams, delivering high‑quality IT support to employees worldwide.

Key Responsibilities

• Lead and develop Global Service Desk and Field Services teams.
• Oversee day‑to‑day global service desk operations, ensuring incidents and requests are resolved within agreed SLAs.
• Manage global field services, including onsite IT support and device management for offices and remote employees.
• Act as senior escalation point for major incidents or service disruptions.
• Drive continuous improvement, identifying opportunities to enhance processes and increase first‑level resolution.
• Implement and maintain IT Service Management processes aligned with ITIL best practices.
• Monitor and report on service performance using KPIs and operational metrics.
• Collaborate with other IT teams and business stakeholders to ensure end‑to‑end support.
• Manage relationships with external service providers, ensuring they meet agreed service levels and contractual commitments.
• Promote a customer‑focused culture across support teams.

Skills and Experience

• Proven experience in a senior leadership role managing Global Service Desk and/or Field Services operations.
• Strong expertise in IT Service Management and ITIL frameworks.
• Demonstrated ability to lead geographically distributed teams.
• Exceptional analytical and decision‑making abilities, with strong written and verbal communication skills.
• Strong vendor governance experience for managed services.
• Fluent in English (reading, writing, speaking).
• ITIL certification strongly preferred (e.g., ITIL Intermediate, ITIL Expert, or ITIL 4 Managing Professional).
• Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or related field.

What We Offer

• Competitive compensation package with bonus structure and extended benefit package.
• Hybrid work culture with the flexibility of remote and on‑site work.
• Opportunities for personalized career development and growth.
• A diverse and inclusive workplace that values each team member’s contributions.