What you'll do

Regnology is seeking an experienced and customer-focused Service Desk Manager to join our team. As the Service Desk Manager, you will be responsible for overseeing daily operations, ensuring high-quality support, and driving continuous improvement in our service delivery. You will play a key role in maintaining customer satisfaction and ensuring efficient resolution of technical issues. Your primary responsibility is fostering a customer-centric approach across teams. You must be proficient with Service Desk tools and processes and committed to service improvement. A key part of your role will be generating metrics and creating operational dashboards to drive actionable insights.

Your Key ​Accountability:
  • Manage daily operation of the service desk, through recurring tasks and a structured approach.
  • Set and Monitor SLA Metrics such as Response and Resolution times, enhancing likelihood of positive outcomes.
  • Improve techniques and document practices for managing client queries, troubleshooting and incident prioritization and resolution. Ticket quality assessments will play an important role.
  • Issue bulletins to inform customers when there may be an outage required, or action is needed from them
  • Assist and occasion lead with incident or problem management
  • Generate and analyze reports on service desk performance. For both internal and external purposes.
  • Collate and take action on information available to form action plans with team leads. If there is fundamental failings flag to Management.
  • Lead and develop reporting team members and positively influence those whom you are collaborating with.
  • Become an expert in our Service Desk tooling and be able to make informed decisions on changes that improve our business

Why we should decide on you

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • Proven experience in a service desk or technical support management role.
  • Strong leadership and team management skills, with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with a customer-focused mindset.
  • Strong problem-solving and analytical abilities, with a keen attention to detail.
  • Familiarity with service desk ticketing systems and ITIL or other service management frameworks.
  • Experience in the financial services or regulatory technology industry.
  • Knowledge of regulatory reporting and compliance processes would be a plus.
  • Certification in ITIL or other relevant service management methodologies would be a plus.

Why you should decide on us

  • Let’s grow together – our start-up character enables you to design our future 
  • We promote remote working and flexible working hours to create a positive work-life balance
  • We provide you with the opportunity to take on responsibility and participate in international projects  
  • In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas 
  • We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels 
  • Together we're better - meet your colleagues at our numerous team events
  • We offer you Regular social events arranged by our Sports and Social Network.
To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!
Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.
Are you interested? Apply now!
Role ID-  CS_2024_24

About us

Regnology is a leading international provider of innovative regulatory, risk, and supervisory technology solutions (RegTech, RiskTech, and SupTech), of AEOI and tax reporting products, as well as of services along the Regulatory Value Chain for financial services. Regnology has been a partner for banks and regulators for 25 years. Until the end of 2020, the company was part of BearingPoint group and operated under the name BearingPoint RegTech. Since the sale of the RegTech business to private equity firm Nordic Capital, the company has been independent. In June 2021, the company joined forces with Vizor Software and recently changed its name to Regnology. In total, Regnology serves more than 7,000 financial services firms with reporting solutions. At the same time, the company enables more than 50 regulators and tax authorities on five continents to collect data from 34,000 firms in 60 countries. Regnology has a total workforce of over 770 employees at 17 office locations in 12 countries.

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