IT Service Desk Manager

TL;DR

IT Service Desk Manager (ITSM/Workplace Technology): Lead a team delivering end-to-end employee technology services, ensuring reliable, scalable, secure workplace support across enterprise applications, device lifecycle, and onboarding. Focus on IT support strategy, service delivery transformation with automation and self-service, and data-driven improvements to KPIs, governance, and user satisfaction.

Location: Milan, Italy

Company

hirify.global is an online motor insurance provider using data and technology to improve the driver experience.

What you will do

• Lead a team of 10 IT professionals supporting 1,600+ employees across Italy, the UK, and Spain.
• Own the end-to-end employee technology experience, ensuring workplace services are reliable, scalable, secure, and continuously evolving.
• Define IT support service strategy and oversee service delivery across internal teams and suppliers.
• Drive continuous improvement for workplace technology, enterprise applications, hardware lifecycle management, onboarding, office IT, and user satisfaction using data-driven decisions.
• Lead automation, self-service, and knowledge management initiatives; run service improvement projects and manage budgets and vendors.
• Develop the team and provide strategic reporting and insights to senior stakeholders.

Requirements

• Extensive experience leading IT Service Desk or Workplace Technology functions in large organizations.
• Deep knowledge of ITSM practices, workplace technologies, device lifecycle management, and enterprise SaaS platforms (Google Workspace).
• Proven experience managing distributed teams and delivering IT service desk transformation.
• Experience establishing KPIs and governance, implementing automation and self-service strategies, and scaling high-performing support operations.
• Strong stakeholder and commercial management skills, including budget ownership, vendor management, and procurement/sourcing.
• Ability to use data to drive continuous improvement while balancing operational excellence with long-term strategy.

Culture & Benefits

• Hybrid working with a mix of home and office days.
• Private healthcare, gym discounts, wellbeing programs, and mental health support.
• Access to learning resources, mentorship, and a tailored growth plan.
• Supportive environment focused on curiosity, experimentation, and collaboration.

Hiring process

• Apply and go through the recruitment process with interview stages to assess experience and fit.
• Discuss role expectations and how you would approach IT service desk and workplace technology transformation.