IT Service Manager

• Lead and optimise IT service desk & L1-L2 support teams
• Drive ITIL processes, SLAs, KPIs, and continuous improvement
• Elevate user experience across Israel, Malta, and global teams

We’re seeking an experienced IT Service Manager to lead service operations across a fast-paced, multi-site environment. You’ll drive high-quality support, shape ITIL-based processes, and ensure seamless service delivery for teams across multiple countries. This role is ideal for a hands-on leader who thrives on improving performance, elevating user experience, and building strong, efficient IT support functions.
  
What you’ll be doing:
• Lead and manage daily IT Service Desk operations and L1–L2 support teams.
• Ensure fast and effective resolution of incidents, requests, and escalations.
• Oversee SLAs, KPIs, service dashboards, and continuous performance improvement.
• Drive ITIL processes across Incident, Request, Problem, and Change Management.
• Manage and mentor support engineers, setting goals and building a culture of excellence.
• Support 24/7 coverage planning and resource allocation when required.
• Act as the main point of contact for IT service matters across the organization.
• Communicate effectively with management and business units on priorities and expectations.
• Lead post-incident reviews, root-cause analysis, and service optimisation initiatives.
• Oversee endpoint management, ticketing systems, monitoring tools, and ITSM platforms.
• Collaborate with Infrastructure, Cybersecurity, ERP, and Applications teams to resolve complex issues.
• Maintain accurate IT asset management and lifecycle tracking.
• Implement SOPs, knowledge base documentation, and automation to enhance efficiency.
  
Requirements:
• 5–8 years’ experience in IT service/support roles, with at least 3+ years in a managerial position.
• Proven track record leading teams in multi-site or global environments.
• Strong knowledge of ITIL framework; ITIL certification preferred.
• Solid understanding of Windows, AD/Entra ID, networking fundamentals, and endpoint tech.
• Experience with ITSM tools such as FreshService, ManageEngine, or similar.
• Familiarity with cloud and hybrid environments (Microsoft 365, Azure).
• Excellent leadership, communication, and stakeholder engagement skills.
• Strong problem-solving abilities and ability to perform under pressure.
• Customer-focused mindset with the ability to work effectively across diverse teams.
  
Nice to Have:
• Master’s degree in a related field.
• Experience in regulated or enterprise-scale environments.
• Exposure to automation and service optimisation tools.