Lead and manage the IT Level 1 End User Support service, ensuring high-quality, efficient, and user-centric IT assistance aligned with agreed Service Level Agreements (SLAs).
Responsible for overseeing daily support operations, service performance, user satisfaction, ticket lifecycle management, and continuous service improvement, acting as the main point of accountability for workplace IT services.

Requirements
Degree in Computer Engineering or Telecommunications and ITIL Foundation.
Advanced English B2+ o C1 85-90%
Minimum 5 years of experience as IT Management in support environments, managing support teams or IT services.
Verifiable experience with IT Service Management (ITIL framework), ITSM Tools Management, Microsoft 365 environment, EndPoint Management (Intune, MDM), Identity & Access Management (IAM), Reporting & KPI analysis and managing SLAs and service performance.
Desirable knowledge in Cybersecurity, Networking.
Strong service orientation and user focus.
Leadership and team development skills.
Analytical mindset and KPI-driven management.
Stakeholder management.
Communication and escalation management.
Continuous improvement mindset.