IT Service Desk Manager
About Viseven Group
Viseven Group is an international MarTech company specializing in interactive content and cloud solutions for global pharmaceutical companies since 2009. Continuous growth and self-development are embedded in our corporate DNA. Our unique developments and approaches are actively used in more than 50 countries worldwide. Viseven solutions are presented at major industry events in Barcelona, Philadelphia, London, and more.
Our rapidly growing team includes over 700+ highly qualified technical and non-technical experts: front- and back-end developers, BA specialists and managers, who create, localize and configure programs in offices around the world: Zhytomyr (Ukraine), Tallinn (Estonia), Poznań (Poland), New Delhi (India), Bridgewater (USA).
Responsibilities
- Full ownership of the ServiceDesk operational model (L1/L2), integrated with ITIL (Incidents, Requests, Problems, Changes). Support of the Service Catalog, SLAs, escalation paths, runbooks/SOPs; ensuring continuous improvement and self-service development.
- Full cycle of access management to applications (provisioning/revocation – Joiner/Mover/Leaver) via Jira Service Management; definition and control of RBAC, the principle of least privilege, SoD; integration of workflows with Entra ID/SSO and SCIM; conducting periodic reviews/attestations of access with a full audit trail.
- Planning and budget management for software licenses for end users (forecasting, distribution, optimization, compliance). Preparation of monthly OpEx reports and optimization proposals.
- Management of IT equipment procurement, its preparation/configuration, issuance/return, data accuracy in CMDB/Asset, write-off; administration of MDM/Endpoint (for example, Intune/Endpoint Manager), encryption policies and compliance; coordination of service providers regarding repair/logistics.
- Control of incident/request processing (including access, software/equipment orders, onboarding/offboarding) in Jira Service Management; triage, prioritization, SLA monitoring, backlog management.
- Collaboration with IT infrastructure, business systems (CRM/ERP/Atlassian), the Compliance and Security department on process improvements, integrations, SSO and automation.
- Team leadership of up to 10 engineers (hiring, competence matrix, goal setting, 1:1, development, performance evaluation). Conducting training for employees on ServiceDesk processes and basic software; support of the Knowledge Base and self-service portals.
- Creation of dashboards and reports in Jira/Confluence (SLA, FCR, MTTR, CSAT/NPS, volume/typology, backlog age, access KPIs).
Requirements
- Integration of ITIL processes; administration of Jira Service Management and Confluence; Microsoft 365 Admin Center; Entra ID/SSO, RBAC, JML, SoD, SCIM; MDM/Endpoint (Intune or analog); Asset/CMDB; planning of the license budget; work with suppliers; compliance with ISO 27001 requirements.
- Experience in managing a Service/Help Desk team of up to 10 people in an international environment; building SLAs, service catalogs, self-service and automation solutions; managing access programs and ensuring readiness for audit.
- Managing Windows/macOS endpoints; concepts of identity and access; incident/problem/change/request workflows; onboarding/offboarding; basics of security and confidentiality for user services.
- ITIL Foundation certificate (minimum), preferably ITIL v4; Microsoft 365 administration certification (for example, MS-102/MD-102)
- English language at Upper-Intermediate level.
What We Offer
The team is of great importance to us, so we value it and provide an opportunity for everyone to share their vision, implement their own ideas, grow in a professional environment, while maintaining a balance between work and personal life.
By joining Viseven, you will receive:
- Competitive compensation and regular salary review
- Professional and career growth
- Paid vacation - 18 working days per year (20 working days after 2 years of cooperation)
- Sick leave without supporting documents - 4 working days per year
- Documented sick leave - 20 working days per year
- Vacation for family circumstances - 3 paid working days (in case of marriage, childbirth or a serious loss)
- Comprehensive medical insurance (including a course of massage and physiotherapy)
- English language courses
- Opportunity to participate in professional forums and conferences
- Regular corporate events and team buildings
- Experienced team and friendly atmosphere
- Pleasant working environment: comfortable, fully equipped office and the possibility to work from home