Service Desk Coordinator
AppCast
Milano
25
Scarso
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Azienda: AppCast Milano
Who We Areð
Born in 2004 as Techedge, we have almost 20 years of expertise that enabled us to become what we are today: Avvale!
This path led us to be able to count on over 3,000 employees, present in 11 countries around the world.
What We Doð±
We help public and private companies to re-design their business models through the development of innovative and sustainable solutions, which have a positive impact not only on our customers but also on the world we live in!
What you will find ð
In Avvale we value our talents and your path with us will be full of:
Flexibility, thanks to our policy you can work remotely in Italy, up to 5 days a week, and in SEE and Switzerland up to 5 months a year;
Training amp; development as you can participate to training on the job, certifications, foreign languages classes and you will have a yearly budget to buy training courses;
Gender equality amp; inclusion, the obtaining of Pdr 125 is a proof of Avvale commitment to an inclusive and fair work environment!
How we doð¡
Through circular economy models, made possible thanks to technological innovation.
Role and responsibilities
We are looking for a skilled and motivated Service Desk Coordinator to join our Application Maintenance Services (AMS) team.
This role is ideal for a professional who thrives in service delivery environments, ensuring the stability, performance, and continuous improvement of IT support operations across multiple enterprise clients.
Key Responsibilities:
Coordinate the Service Desk ensuring 24/7 operational continuity and shift scheduling; Lead a team of 20+ specialists distributed across multiple client accounts; Oversee team coverage, on-call rotations, and holiday shifts; Act as the primary escalation point for critical incidents and high-impact service issues; Interface directly with external clients during escalations and service disruptions; Monitor SLA compliance and drive continuous improvement of performance KP Is; Manage the technical documentation and knowledge base; Identify opportunities for automation and process improvement; Coach and support the professional growth of junior and mid-level team members; Coordinate technical training programs and onboarding of new hires;
Required Skills ð¹
5+ years of operational management experience in a Service Desk or IT Support environment, leading teams of 10+ people; Hands-on experience with ITSM platforms, especially Jira Service Management and Service Now; Strong understanding of SLA management, incident and change workflows; Familiarity with enterprise environments including SAP systems and databases; Excellent organizational, communication, and leadership skills;
ð Certifications
ITIL Foundation – Mandatory; ITIL Practitioner or Expert – Preferred; Certifications on ITSM tools (e. g. JSM, Service Now) – Preferred;
Come with usðª
You will have the opportunity to work and get in touch with international players who will allow you to increase your know-how in view of future challenges!
Avvale promotes equal opportunity. We enhance diversity and are committed to creating an inclusive environment in compliance with applicable non-discrimination and data protection laws.
We do not consider applications without CV.
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