Leader Global IT Service Desk (all genders)

Full Time
Milan, Italy
Experienced Professional
January 25, 2024

Are you ready to take on a pivotal role where you'll lead the implementation and operation of our global IT Service Desk? Your mission will be to deliver exceptional customer service by assisting users in resolving their issues and fulfilling their service requests across the globe.

As the Leader Global IT Service Desk within the Group Digital Services organization, you will play a crucial role in defining the target operating model, establishing the Service Desk footprint, recruiting top-tier agents, and overseeing the ongoing operations of this vital organization. Your expertise will be instrumental in achieving operational excellence and elevating customer satisfaction levels within the Group Digital Services organization.


As the Leader Global IT Service Desk, your responsibilities will include:

  • Defining the Target Operating Model and footprint of the Global IT Service Desk.
  • Implementing key tools and processes to support the Service Desk's efficient operation.
  • Providing 24/6 user support with agents based in Asia, Europe, and, later on, America.
  • Taking ownership of the Incident Management and Service Request Management processes.
  • Collaborating closely with the 2nd level resolver groups within and outside of Group Digtial Services
  • Ensuring strict adherence to Service Level Agreements on Response Time, Resolution Time, and Customer Satisfaction.
  • Generating monthly reports on key performance indicators (KPIs) and implementing actions for performance improvement.
  • Serving as the Service Owner for Service Desk tools and processes.


To excel in this role, you should possess:

  • Relevant IT qualifications and a proven track record in the field with at least 5 years of work experience.
  • Experience in leading an IT Service Desk is a must
  • Proficiency in ITSM processes and tools and ITIL certification.
  • In-depth knowledge of Service Desk Operations.
  • Familiarity with the Windows Workplace technology stack.
  • Strong teamwork skills, particularly in virtual and international remote teams.
  • A technical and logical thought process.
  • A problem-solving approach coupled with outstanding listening and questioning skills.
  • Excellent spoken and written English; knowledge of other languages such as German or Turkish is a plus.


The Angst+Pfister Group has been a leading development and production partner for industrial components for over 100 years. As a globally active product and materials specialist, Angst+Pfister serves customers - particularly in Europe, USA, and Asia. We develop and manufacture customized and innovative product solutions together with our customers.

At Angst+Pfister, innovative thinking isn't just a mantra; it's the heartbeat of our culture. We thrive on dynamism, where change is not feared, but embraced as an opportunity for growth. With a commitment to self-management, every team member is empowered to take ownership of their work and drive results. Collaboration is in our DNA, as we believe that the best ideas come from the collective genius of our diverse and passionate team. We're performance-driven, pushing boundaries and aiming for excellence in everything we do. Our commitment to fairness ensures that everyone has an equal chance to succeed, and together, we foster an environment of continuous growth, where every day is an exciting journey towards a brighter future.


  • You are part of a company that promotes trust and relies on your ability for self-management and personal responsibility.
  • You can work remotely or in our office in Milano.
  • You work in a well-established company that serves a broad range of clients across different industries.
  • You are part of a young, dynamic team in an international environment and have individual career opportunities.

If you are a forward-thinking IT leader with a passion for delivering top-notch customer service and have the qualifications and experience to lead our global IT Service Desk, we are looking forward to receiving your application.

Join our team where diversity thrives. We're an equal opportunity employer—your unique talents are what we're after. No discrimination, just endless possibilities. Apply now and let's build a brighter future together!



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