IT Service Desk Manager (ITSM)

TL;DR

IT Service Desk Manager (ITSM): Leading and operating the Global IT Service Desk function as a player-coach to ensure efficient internal support across APAC, EU, and US regions with an accent on service quality and the SPOC model. Focus on managing a distributed team, resolving day-to-day technical incidents, and optimizing SLA performance.

Location: Based in Vilnius, Lithuania (Hybrid). Requires occasional travel to Bergen and Oslo offices.

Salary: Up to 5,300 EUR gross per month

Company

hirify.global provides global weather intelligence and decision support services to help organizations manage weather-related risks.

What you will do

• Lead and support a globally distributed Service Desk team across APAC, EU, and the US.
• Act as the primary owner of the global Service Desk function and SPOC model.
• Participate directly in ticket resolution and day-to-day IT support operations.
• Provide on-site IT support for the Bergen office and travel occasionally to Oslo for local user needs.
• Monitor and improve SLA performance and overall service quality.
• Maintain visibility of IT assets and manage the asset procurement process.

Requirements

• Proven experience in IT support with hands-on technical troubleshooting skills.
• Experience leading or mentoring a small team, whether formally or informally.
• Ability to work in a hybrid role combining leadership and operational support.
• Experience working with distributed or global teams.
• Familiarity with ITSM tools such as Jira Service Management and Confluence.
• English: Strong communication skills required.

Nice to have

• Solid understanding of Microsoft 365 and modern workplace environments.
• Basic understanding of identity, endpoint management, and IT security principles.

Culture & Benefits

• Flexible hybrid work model within a smart and innovative environment.
• International professional growth and development opportunities.
• Private health insurance.
• Home office support including IT equipment and a personal budget of up to 400€ for furniture.
• Quarterly team-building events.