IT Service Desk Manager

Join the Viseven Team as a Service Desk Manager

Are you a seasoned IT professional with a passion for building exceptional service desk experiences? Do you thrive in a fast-paced, international environment and enjoy leading a team to success? Viseven Group, a leading global MarTech company specializing in interactive content and cloud solutions for the pharmaceutical industry, is seeking a talented Service Desk Manager to join our growing team. We’ve been pioneering innovative solutions since 2009, and our footprint extends to over 50 countries. Our solutions are featured at major industry events in Barcelona, Philadelphia, and London.

Our culture fosters continuous growth and development, it’s embedded in our DNA. If you’re looking for a challenging and rewarding opportunity to make a real impact, keep reading!

About Viseven Group

Viseven Group is more than just a company; we’re a collective of 700+ highly skilled technical and non-technical experts, including front-end and back-end developers, business analysts, and project managers. We create, localize, and customize software solutions from our global offices in Zhytomyr (Ukraine), Tallinn (Estonia), Poznań (Poland), New Delhi (India), and Bridgewater (USA). We are proud to work with some of the biggest names in the pharmaceutical industry, delivering cutting-edge solutions that transform the way they connect with healthcare professionals.

Service Desk Manager – Your Role

As our Service Desk Manager, you will be responsible for leading and managing our global service desk team, ensuring the efficient and effective delivery of IT support to our employees. You will be a key player in driving service excellence and ensuring that our IT services align with the needs of our growing business. Your focus will be on implementing and continuously improving the ITIL-based service management processes that underpin our support services.

Key Responsibilities

• Fully own and operate the ServiceDesk model (L1/L2) integrated with ITIL (Incidents, Requests, Problems, Changes).
• Maintain the Service Catalog, SLAs, escalation paths, runbooks/SOPs, and continuously improve self-service capabilities.
• Manage the full lifecycle of application access management (Joiner/Mover/Leaver) using Jira Service Management.
• Define and enforce RBAC, the principle of least privilege, and SoD; integrate workflows with Entra ID/SSO and SCIM.
• Conduct periodic access reviews/attestations with a full audit trail.
• Plan and manage the software license budget for end users (forecasting, allocation, optimization, compliance).
• Prepare monthly OpEx reports and optimization proposals.
• Manage the procurement of IT equipment, its preparation/configuration, issuance/return, data accuracy in CMDB/Asset, and write-offs.
• Administer MDM/Endpoint (e.g., Intune/Endpoint Manager), encryption and compliance policies.
• Coordinate service providers for repairs/logistics.
• Control the processing of incidents/requests (including access, software/equipment orders, onboarding/offboarding) in Jira Service Management; triage, prioritize, monitor SLAs, and manage the backlog.
• Collaborate with IT infrastructure, business systems (CRM/ERP/Atlassian), compliance, and security teams to improve processes, integrations, SSO, and automation.
• Lead a team of up to 10 engineers (hiring, competency matrix, goal setting, 1:1s, development, performance evaluation).
• Conduct training for employees on ServiceDesk processes and basic software; maintain the Knowledge Base and self-service portals.
• Create dashboards and reports in Jira/Confluence (SLA, FCR, MTTR, CSAT/NPS, workload/typology, backlog age, access KPIs).

What You’ll Need to Succeed

• Strong understanding and integration of ITIL processes.
• Experience with Jira Service Management and Confluence administration.
• Proficiency in Microsoft 365 Admin Center.
• Expertise in Entra ID/SSO, RBAC, JML, SoD, SCIM.
• Knowledge of MDM/Endpoint management (Intune or equivalent).
• Familiarity with Asset/CMDB management.
• Experience planning and managing a license budget.
• Proven ability to work with suppliers.
• Understanding of ISO 27001 compliance requirements.
• Proven experience leading a Service/Help Desk team of up to 10 people in an international environment.
• Experience building SLAs, service catalogs, self-service solutions, and automation.
• Experience managing access programs and ensuring audit readiness.
• Proficiency in Windows/macOS endpoint management.
• Strong understanding of identity and access concepts.
• Knowledge of incident/problem/change/request workflows.
• Understanding of onboarding/offboarding processes.
• Solid foundation in security and confidentiality for user services.
• ITIL Foundation certification (minimum), ITIL v4 preferred.
• Microsoft 365 administration certification (e.g., MS-102/MD-102) preferred.
• Excellent English language skills (Upper-Intermediate level).

What We Offer

At Viseven, we value our team and provide opportunities for everyone to share their vision, implement their ideas, grow professionally, and maintain a healthy work-life balance. We understand sometimes, with certain conditions like REMISSION, flexibility may be required. Joining Viseven means receiving:

• A competitive salary and regular salary reviews.
• Professional and career growth opportunities.
• Paid vacation – 18 working days per year (20 working days after 2 years of cooperation).
• Sick leave without supporting documents – 4 working days per year.
• Documented sick leave – 20 working days per year.
• Leave for family circumstances – 3 paid working days (in case of marriage, childbirth, or bereavement).
• Comprehensive medical insurance (including massage and physiotherapy).
• English language courses.
• Opportunities to participate in professional forums and conferences.
• Regular corporate events and team-building activities.
• An experienced team and friendly atmosphere.
• A pleasant working environment: a comfortable, fully equipped office and the option to work from home.

Please mention the word REMISSION and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely (#RMzguNjguMTM0LjE5NA==).