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IT Service Desk Manager

Work place

Job description

Our client, a well-known tech company with a global presence is now looking for a IT Service Desk Manager with location in Vilnius, Lithuania. The job requires you to have a large experience of service delivery and transition projects, a high degree of cultural sensitivity and excellent communications skills, requirements critical for the role.

Key Area of Responsibility
  • Customer (internal and external) satisfaction
  • Service improvements
  • SLA achievement/ escalated support
  • Profitability improvements
  • Attrition through people development and motivation
  • Operational leadership for day to day delivery

Direct supervision of IT Support Team Leaders, providing direction to Team Leaders, helping them to achieve business and personal objectives. Hold regular 121s, set objectives and monitor progress focusing on development and motivation.

Work closely with internal and customer/partner delivery teams to manage and increase the first call resolution, end-user service satisfaction, service and financial performance and customer service perception. Review resource and shift plans to ensure optimum usage of available resources while ensuring current operations and future growth is supported.

Ensure delivery process, including escalation and communication management meet the needs of the business, providing timely and business focused updates regarding serious issues. Ensure that escalation routes are clear and known by the business and manage escalations through to successful conclusion. Own escalations with respect to overall and long-term issues with delivery, quality or performance.

Implement company standard operational procedures. Working closely with delivery teams to implement standard best practice in target accounts to deliver consistent service delivery and exception customer satisfaction.

Review service performance metrics and KPIs for on-going effectiveness. Provide regular reports of performance against the targets and other measures to service owners and manage the team to meet agreed performance targets. Conduct regular customer reviews of delivery, recording all actions and ensure successful closure of actions.

Directly support the transition and stabilization of new projects through Due Diligence and Service Transition to Hand-Over. Additionally develop capability and skills within teams to support new projects and service opportunities.


  • Excellent customer facing and influencing skills to be able to gain the respect, confidence and trust of both the customer and the delivery teams.
  • The candidate must show a customer focused approach, confidently dealing with customer escalations and showing flexibility and creativity in seeking innovative win:win situations. They must be culturally sensitive to regional and corporate cultures.
  • Must be a proficient and mature manager capable of demonstrating leadership, mentoring and motivation which will include management of resources on the UK based client site and in near and off-shore delivery.
  • Able to set own priorities and objectives and work with minimal supervision.

Company offers

Permanent employment with Benefits.


2500–3500 Eur taxes excluded
Depends on results

Blackapple Solutions Ltd

Blackapple Solutions Ltd (BSL) founded in 2004 and its affiliate ALL About IT Europe founded in 2016, with the mission to provide best-in-class IT consultancy services across the globe. We are a specialist IT consultancy offering services through our consultants/experts on a contingency basis in the UK, Europe, USA and Asia Pacific. We work with a portfolio of high profile multinational clients across all sectors.

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