Information Technology Service Desk Manager

As the IT Service Desk Manager for EMEA, you will lead a geographically distributed team responsible for delivering high-quality IT support across multiple countries and business functions. You will drive operational excellence, ensure service reliability, and continuously improve the employee support experience while building a highly engaged and high-performing team., * Lead, coach, and develop a distributed team of IT Service Desk Engineers across the EMEA region.

• Ensure effective coverage, service consistency, and adherence to defined service levels.
• Drive ITIL-aligned service management processes, including incident, request, and problem management.
• Act as the escalation point for complex and business-critical issues.
• Monitor service performance metrics and implement continuous improvement initiatives.
• Partner with internal IT teams and third-party vendors to ensure timely resolution of incidents.
• Oversee knowledge management practices and service desk procedures.
• Manage communication during major incidents and escalations.
• Support hardware lifecycle and asset management activities across the region.
• Foster a culture of collaboration, accountability, customer focus, and continuous improvement.

• Bachelor’s degree and significant experience leading IT Service Desk or IT Operations teams.
• Strong background in incident management, service delivery, and technical support environments.
• Experience managing geographically dispersed teams and stakeholders across multiple countries.
• Working knowledge of ITIL principles and service management best practices.
• Strong understanding of Microsoft technologies, including Microsoft 365, Teams, SharePoint, Active Directory, Windows environments, and end-user computing.
• Proven ability to communicate effectively with both technical and non-technical audiences.
• Excellent leadership, coaching, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Fluent English required; additional European languages are a plus.

At Tosca, we’re on a mission to revolutionize the global supply chain and eliminate waste through reusable packaging solutions. As we continue to grow, we’re looking for an experienced IT Service Desk Manager - EMEA to lead our regional Service Desk function and help deliver an exceptional employee technology experience., At Tosca, you’ll join a purpose-driven organization that is transforming the supply chain through sustainable innovation. We offer the opportunity to work in a collaborative, international environment where your ideas are valued and your impact is visible.

You’ll be part of a team that embraces continuous improvement, supports professional growth, and is committed to building a more sustainable future.