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.