(International) Service Desk Manager (m/f/d)
eAces GmbH
Ansprechpartner: Georgii Dzhgarkava
Cologne, Deutschland
Chemische IndustrieHelpdeskITILIncident-ManagementIt OperationsIt Service ManagementSupportDeskServiceNow IT-BetriebsmanagementServicenow
Beschreibung
The core of this role – please read before applying
Our client does not need someone who can design a Service Desk on paper. They need someone who has run one – who has sat in the queue, owned the backlog, argued with L2 and L3 about handovers, and knows from experience why tickets get stuck, why users stop calling, and what a desk needs on a Monday morning to work.
You will take over the live operation on day one and fix the acute problems first. Only then do you standardise what works across regions and put it into ServiceNow. After the build phase you stay and own the desk's performance – this is not a project that ends at go-live.
Field experience in end-user IT support is the knockout criterion. ITIL and ServiceNow knowledge without it will not be sufficient.
The client
An international industrial group. IT support has grown regionally: each site runs its own queues, processes and interpretations of L1/L2/L3. The client wants one globally consistent Service Desk with standardised processes, clear global/local responsibilities and seamless cross-country support – and one person who builds it and then runs it long-term.
What you will do
- Take over the running operation from day one: ticket flows, backlog, escalations and recurring incidents – together with L1/L2/L3 and the providers, with visible results within weeks, not quarters.
- Analyse the regional support set-ups on the ground: duplicated work, process gaps, justified local requirements versus historically grown exceptions.
- Build the global operating model: uniform prioritisation, routing, escalation and handovers; clear global versus local responsibilities for L1, L2 and L3.
- Translate it into ServiceNow with the ITSM team, roll it out with the regional IT organisations, stabilise after go-live.
- Own the Global Service Desk permanently: KPIs and service reviews, backlog and ageing, knowledge management, first-contact resolution, self-service and – once the foundations are stable – automation and AI.
What you bring
- Several years of personal, hands-on responsibility of an end-user IT service desk – team, queue, SLA – ideally in an industrial or manufacturing environment.
- A career that came up through support – you have worked tickets yourself and know the operational nuances: routing, reassignment loops, IMAC, onboarding, local hands, what breaks when a site's label printer stops.
- Experience building or merging support structures across several sites or countries.
- ITIL in daily practice: Incident, Request, Knowledge, Service Level Management – applied, not certified only.
- KPIs you have defined and improved yourself: FCR, resolution times, backlog, user satisfaction – with before/after figures you can name.
- Full-time availability and commitment for a long-term engagement including the operational phase; German and English at working level.
- Nice to have: ServiceNow ITSM.
Not the right fit
ITSM process consultants, programme and transition managers, ServiceNow implementation leads, IT governance or VP-level profiles without own day-to-day desk responsibility. We say this upfront to save your time and ours.
Interested?
Send your CV to Georgii Dzhgarkava, eAces GmbH – ***@***.com – or call *****. We reply within two working days and will ask you to complete a short self-assessment before we present you to the client.