IT Support & Service Desk Manager

Job description

The successful candidate will have a good understanding of infrastructures and internal systems as well as a recognized ability to manage a team.


Managerial tasks:

  • Continuous learning and sharing with team members, mentoring
  • Monitoring team performance, searching for needed trainings, workshops
  • Defining the strategy and related KPIs for the department
  • Covering customer service both internally and externally
  • Implementing proper processes, task management (planning, executing, controlling, ensuring alternate solutions)
  • Delegating tasks in the team, defining the roles & responsibilities, organizing and prioritizing projects/tasks  
  • Asking for continuous feedback on the team’s performance from all departments
  • Performing regular evaluations and providing feedback to each team member
  • Implementing the supporting communication strategy and the related channels
  • Ensuring effective on-call services

 Maintenance tasks:

  • Stabilizing and engineering SLA
  • Proactive monitoring
  • Quickly shifting priorities and reacting appropriately, customer service SLA
  • Finding the right internal contact for customer questions
  • Taking ownership and responsibility, offering solutions, and meeting deadlines with ETA
  • Workstation operating (Win, Mac, Linux)
  • Office area operating (meeting rooms, wall screens)
  • Mobile device operating and managing, MDM
  • Remote access operating, ensuring a stable and correct VPN, RDP
  • Unifying solutions at different locations (ticketing, video calls)
  • Managing stock and inventory (accurate, ensuring adequate level of stock)
  • Supplying relations (related to responsibilities of the department)
  • Managing AD accounts/email address lists maintenance
  • Ensuring up-to-date software
  • Process automation

Development tasks:

  • Proactive development
  • Continuous workstation development (software updates and hardware upgrades)
  • Resource monitoring-based developments
  • Implementing latest technologies, plugs, adapters and digital screens in the meeting rooms
  • End-of-life device replacement
  • Ability to quickly purchase and provide purchase resources in a timely manner
  • Research suppliers


  • Provide customized solutions instead of mass products
  • A high level of flexibility and adaptability
  • A hands-on approach to problem solving
  • Customer support and service-oriented mentality
  • Proven and verified experience (6+ years) operating an office with a 500+ employee IT company, with 5+ proximity team (but no senior level management experience)
  • Experience with enterprise operation of Windows, Mac, Linux
  • Operating system basic knowledge
  • Networking basic knowledge, including name resolution, routing, firewall
  • Basic knowledge of hardware
  • Strong leadership skills
  • Strong work ethic
  • Ability to write consistent documentation in English
  • Electrical engineering or similar background (data center is a plus)
  • Ability to read and draft technical diagrams/blueprints


What we are offering 

Salary and benefits

  • Competitive salary
  • Relocation package and moving assistance from HR if relevant
  • Meal vouchers
  • Private health insurance
  • Additional holiday entitlement based on length of service with the company
  • Free gym membership
  • Sympass discount card

Company culture

  • Dynamic and friendly atmosphere
  • A multi-cultural environment made of 30 different nationalities, with English as the official language
  • Daily breakfast in the office
  • Free coffee, tea, and fresh fruit every day
  • Fantastic events, including Christmas Parties, Family Days, Hackathons and other surprises
  • Chill rooms, creative areas, and LAN parties
  • Company branded merchandise (goodies)
  • High quality of life offered by Luxembourg

Professional growth

  • Opportunity to attend conferences, certifications, technical workshops, trainings, and meetups
  • Free language courses in the office
  • Enthusiastic professionals to learn from
  • Possibility to advance in the company