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# Information Technology Service Desk Manager

- **Company:** Tosca
- **Location:** Dudley, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Information Technology Operations, Knowledge Management, Microsoft Software, Microsoft SharePoint, Information Technology
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815459811-information-technology-service-desk-manager

## About the Role

* 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.

## Description

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.


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