Service Desk Manager
Lead a digital service desk through a cultural and operational transformation, ensuring 1,400 colleagues experience responsive and reliable IT support. This interim leadership role blends coaching, change management, and hands-on service excellence.
CONTEXT
Our client, a major player in its sector, is seeking an interim leader to guide its digital service desk into a new era. The organization supports more than 1,400 colleagues and partners, and every incident, request, and question flows through a team that is experienced but in need of renewed energy and direction. The current environment has strong technical foundations, yet the service desk must evolve from a traditional ticket-handling unit into a proactive, user-centered service organization. The mission is not just operational; it is cultural. The new manager will inherit a skilled team, listen to its stories, and co-create a culture of ownership, empathy, and continuous improvement.
ACTIVITIES
- Coach, mentor, and develop an experienced service desk team, clarifying roles and empowering decision-making.
- Cultivate a new team culture focused on user experience, accountability, and knowledge sharing.
- Oversee first- and second-line IT support for more than 1,400 colleagues and partners.
- Ensure quality, continuity, and performance of digital services through SLAs, KPIs, and service reviews.
- Drive change management for new tools, processes, and ways of working.
- Act as an escalation point for critical incidents and coordinate with infrastructure, applications, and security teams.
- Analyze demand and recurring issues to propose preventive and proactive improvements.
- Report to senior IT leadership and engage with business stakeholders on service performance.
EXPECTED ACHIEVEMENTS
- A motivated, cohesive team with a clear identity and renewed sense of purpose.
- Improved user satisfaction and reduced resolution times across first- and second-line support.
- Stable service continuity with transparent reporting and predictable performance.
- Successful adoption of new service management practices and cultural rituals.
- A sustainable operating model that the permanent manager can inherit and scale.
ENVIRONMENT
- IT service management frameworks such as ITIL.
- Service desk and ITSM platforms for ticketing, knowledge management, and reporting.
- Collaboration suites, remote support tools, and monitoring dashboards.
- A people-first, change-oriented environment with strong stakeholder engagement.
- Methodologies: coaching, change management, continuous improvement, and data-driven service reviews.