At a Glance
- Tasks: Lead a dynamic IT Service Desk team across EMEA, ensuring top-notch tech support.
- Company: Join Tosca, a leader in sustainable packaging solutions transforming the supply chain.
- Benefits: Collaborative culture, professional growth opportunities, and a chance to make a real impact.
- Other info: Work in an international environment where your ideas truly matter.
- Why this job: Be part of a mission-driven team focused on innovation and sustainability.
- Qualifications: Experience in IT service management and strong leadership skills required.
The predicted salary is between 55000 - 65000 £ per year.
At Tosca, we're on a mission to revolutionize the global supply chain and eliminate waste through reusable packaging solutions.
As we continue to grow, we're looking for an experienced
IT Service Desk Manager - EMEA to lead our regional Service Desk function and help deliver an exceptional employee technology experience.
Your mission
As the IT Service Desk Manager for EMEA, you will lead a geographically distributed team responsible for delivering high-quality IT support across multiple countries and business functions.
You will drive operational excellence, ensure service reliability, and continuously improve the employee support experience while building a highly engaged and high-performing team.
- What you will be doing
- Lead, coach, and develop a distributed team of IT Service Desk Engineers across the EMEA region.
- Ensure effective coverage, service consistency, and adherence to defined service levels.
- Drive ITIL-aligned service management processes, including incident, request, and problem management.
- Act as the escalation point for complex and business-critical issues.
- Monitor service performance metrics and implement continuous improvement initiatives.
- Partner with internal IT teams and third-party vendors to ensure timely resolution of incidents.
- Oversee knowledge management practices and service desk procedures.
- Manage communication during major incidents and escalations.
- Support hardware lifecycle and asset management activities across the region.
- Foster a culture of collaboration, accountability, customer focus, and continuous improvement.
- What makes you a strong fit
- Bachelor's degree and significant experience leading IT Service Desk or IT Operations teams.
- Strong background in incident management, service delivery, and technical support environments.
- Experience managing geographically dispersed teams and stakeholders across multiple countries.
- Working knowledge of ITIL principles and service management best practices.
- Strong understanding of Microsoft technologies, including Microsoft 365, Teams, Share Point, Active Directory, Windows environments, and end-user computing.
- Proven ability to communicate effectively with both technical and non-technical audiences.
- Excellent leadership, coaching, and stakeholder management skills.
- Strong analytical and problem-solving capabilities.
- Fluent English required; additional European languages are a plus.
- Why Tosca
At Tosca, you'll join a purpose-driven organization that is transforming the supply chain through sustainable innovation.
We offer the opportunity to work in a collaborative, international environment where your ideas are valued and your impact is visible.
You’ll be part of a team that embraces continuous improvement, supports professional growth, and is committed to building a more sustainable future.
About us
Tosca is a global leader in reusable packaging and pooling solutions.
We help the world's largest retailers, growers, and manufacturers move products more efficiently while reducing waste throughout the supply chain.
By replacing single-use packaging with smart reusable solutions, we create value for our customers and a positive impact for the environment.
Privacy Notice
Tosca will process your personal data for recruitment purposes in accordance with applicable privacy laws and our Privacy Notice.
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Information Technology Service Desk Manager in Dudley employer: Tosca
At Tosca, we pride ourselves on being a purpose-driven employer that champions sustainable innovation in the supply chain. Our collaborative and international work culture fosters professional growth and values your contributions, ensuring that you can make a meaningful impact while leading a high-performing IT Service Desk team across the EMEA region. Join us to be part of a transformative journey where your ideas matter and your career can flourish in an environment committed to continuous improvement and sustainability.
StudySmarter Expert Advice🤫
We think this is how you could land Information Technology Service Desk Manager in Dudley
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tosca values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tosca might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tosca!
✨Direct Apply to Tosca
Let's not forget to apply directly through the Tosca website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Information Technology Service Desk Manager in Dudley
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tosca.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tosca. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tosca
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
