Service Desk Manager

What you'll do

Regnology is seeking an experienced and customer-focused Service Desk Manager based in Romania to join our team. 
 In this role, you will be responsible for managing the day-to-day operations of the Service Desk function, ensuring alignment with ITIL best practices for Incident Management, Request Fulfilment, and Service Level Management. 
You will drive high-quality service delivery by implementing standardized and efficient ITSM processes. 
A critical aspect of your responsibilities will be embedding ITIL-aligned workflows to enhance operational maturity, increase efficiency, and ensure consistent service delivery. 
You will lead efforts to define, track, and take ownership of key performance indicators (KPIs) such as SLA compliance and First Contact Resolution, using these metrics to measure success and guide continual service improvement. 
By leveraging your expertise in ITSM tools (e.g., Zendesk or Jira Service Management), you will develop operational dashboards that provide actionable insights to support performance management and strategic decision-making. 
Additionally, you will play a key role in fostering a customer-centric culture and ensuring prompt, effective resolution of incidents and service requests to maintain high customer satisfaction. 

Your key accountabilities are: 
Leadership & Team Management 

• Lead and coach reporting team members while positively influencing cross-functional collaboration.

Operational Excellence 

• Oversee the Service Desk operations through daily recurring activities and structured process execution.
• Define, monitor, and report on Service Level Agreements (SLAs) including Response Times and Resolution Times, to improve service outcomes.
• Standardize procedures for incident logging, classification, prioritization, resolution, and post-incident review, promoting consistency across all support interactions.
• Drive alignment across support, infrastructure, and product teams by implementing repeatable and auditable incident and problem management processes.
• Promote a culture of continuous learning by embedding feedback loops and sharing best practices to prevent recurrence of major incidents.

Incident & Problem Management 

• Establish and continuously improve structured, auditable processes for Incident Management and Root Cause Analysis, aligned with ITIL best practices.
• Define clear workflows for incident communication, escalation, and follow-up, including use of templates and playbooks for high-priority or recurring issues.
• Coordinate and facilitate incident response and resolution using collaboration tools such as MS Teams, ensuring timely stakeholder engagement.
• Lead or support post-incident reviews, ensuring corrective actions are clearly defined, documented, and tracked.

 
Communication & Customer Experience 

• Issue proactive communication bulletins to inform end users of potential service disruptions or required user actions.

 
Reporting & Continuous Improvement 

• Generate and analyze service performance reports using tools such as Power BI, focusing on ITIL metrics. Ensure reports are actionable and support internal reviews and external stakeholder transparency.
• Aggregate available service-related information and translate it into action plans with team leads; escalate systemic issues or risks to IT Management.

 
Tooling and Automation 

• Develop subject-matter expertise in the ITSM platform (e.g., Zendesk or Jira Service Management) and provide data-driven recommendations for service tool configuration or process enhancements.

Why we should decide on you

• Proven experience in a service desk or technical support management role. With a clear history of leading change and implementing/enhancing process
• Strong leadership and team management skills, with the ability to motivate and
   inspire a team.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 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.
• Certification in ITIL or other relevant service management methodologies would be a must.
• Knowledge of regulatory reporting and compliance processes would be a plus.

Why you should decide on us

• Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
• 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. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.

 
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! 
https://www.regnology.net  
Role ID- CS_2025_39

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.

Any questions? Feel free to get in touch:

recruiting@regnology.net