jobid=A.0.0448
Service Desk Manager
Industry: Food & Pharma Sector
Location: Rotterdam (Hybrid)
Industry: Life Sciences, Food & Pharma
Reporting To: Group IT Director
Salary: Competitive + Package
We’re working with a global organization operating at the intersection of food, pharmaceuticals, and life sciences — a business where innovation, sustainability, and science come together to improve everyday life.
As they undergo significant digital transformation, we’re hiring an IT Service Desk Manager to lead a high-performing support function that spans continents and time zones.
This is a pivotal role for someone who thrives on leading teams, solving problems, and building great service experiences.
The Opportunity
You’ll lead a global IT Service Desk team (20+ professionals) supporting users 24x7x365. Your role will be critical in delivering world-class 1st and 2nd line support, driving ITIL best practices, improving operational performance, and ensuring the smooth running of critical business systems.
As part of the IT Leadership Team, you’ll also be a key contributor to wider transformation projects and help shape how IT services evolve to meet growing global demand.
What You’ll Be Doing
- Leading and mentoring a global team of IT Service Desk Agents
- Ensuring high-quality 1st and 2nd line support is delivered across all regions
- Monitoring KPIs – response times, resolution rates, satisfaction scores – and taking action to improve them
- Driving service delivery excellence using ITIL frameworks (incident, problem, change, knowledge, asset)
- Identifying recurring issues and working to implement long-term fixes
- Supporting onboarding/offboarding, system access, and device provisioning
- Championing a “shift left” mindset, automation, and efficiency improvements
- Acting as the voice of the user in cross-functional discussions
- Contributing to the successful deployment of new technologies
What You’ll Bring
- A strong track record in managing IT service desks in complex or global environments
- Deep knowledge of ITIL and IT service management principles
- Experience with service desk platforms and ticketing tools
- Confidence handling major incidents and leading under pressure
- Commercial awareness – balancing cost, quality, and user needs
- A team-first approach with excellent stakeholder engagement skills
- Passion for continuous improvement and great user experiences
If you would like to be part of a global organization, growing through transformation and change, we would love to hear from you.
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