IT Service Desk Manager

What you’ll do

• Lead a team of 10 IT professionals supporting more than 1,600 employees across Italy, the UK, and Spain. Own the end‑to‑end employee technology experience, ensuring workplace services are reliable, scalable, secure, and continuously evolving to support Prima's growth.

• Define the strategy for IT support services, oversee service delivery across internal teams and suppliers, and continuously improve workplace technology, enterprise applications, hardware lifecycle management, onboarding, office IT, and user satisfaction through data‑driven decision making.

• Drive automation, self‑service, and knowledge management initiatives to build a proactive and scalable support function. Lead service improvement projects, manage budgets and vendors, develop your team, and provide strategic reporting and insights to senior stakeholders.

• Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations, with deep knowledge of ITSM practices, workplace technologies, device lifecycle management, enterprise SaaS platforms (Google Workspace), and workplace infrastructure.

• Proven experience managing distributed teams, driving service desk transformation, establishing KPIs and governance, implementing automation and self‑service strategies, and delivering scalable, high‑performing support operations.

• Strong commercial and stakeholder management skills with experience owning budgets, vendor management, procurement, sourcing strategies, and using data to drive continuous improvement while balancing operational excellence with long‑term strategy.

• Experience operating within fast‑growing or highly regulated organisations, supporting geographically distributed teams and balancing security, compliance, and employee experience.

• Experience introducing automation, AI‑enabled support, self‑service platforms, knowledge management initiatives, and modern workplace tooling to improve service efficiency and scalability.

• Passion for building high‑performing service organisations, developing people, improving customer satisfaction, and creating data‑driven, proactive support models.

• Enjoy hybrid working, with a mix of home and office days.
• Get access to learning resources, mentorship and a growth plan tailored to you.
• Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.

Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us ruiting. Let’s build the future of insurance, together.