Job’s purpose

We are looking for an experienced IT Operations Manager to lead our IT service operations, Help Desk, and IT Service Management(ITSM) processes. You will have a critical role in ensuring efficient IT service delivery, optimizing support workflows, and driving ITIL best practices across the organization. You will be responsible for improving IT support efficiency, incident resolution, and end-user experience, while ensuring seamless collaboration with infrastructure, product, and delivery teams. If you have a strong background in ITSM, Help Desk operations, ITIL frameworks, and process automation, then this opportunity may be your next career step!  

What you will focus on

• Lead and manage IT operations teams, including Help Desk agents, IT support specialists, and external support teams.
• Define and enforce SLAs, incident response times, and IT service KPIs, ensuring high-quality IT support.
• Oversee incident management, problem management, and change management processes following ITIL best practices.
• Implement ITSM solutions to optimize IT service workflows.
• Monitor and collaborate NOC team, ensuring proactive issue resolution and collaboration with infrastructure and product teams.
• Improve Help Desk performance, reducing ticket backlog, enhancing self-service options, and driving automation.
• Act as a bridge between IT support, infrastructure, and business stakeholders, ensuring service alignment with business needs.
• Track IT service performance metrics, SLA adherence, and user satisfaction to drive continuous improvements.
• Work closely with regional IT teams and vendors, ensuring smooth IT service delivery and support processes.
• Develop training programs and documentation to improve Help Desk efficiency and knowledge management.
• Drive cost-effective service delivery, optimizing IT support budget and vendor contracts.

Who we are looking for

• 5+ years of experience in IT Operations, Service Desk Management, or IT Service Delivery.
• Bachelor’s or Master’s degree in Computer Science, IT, or a related field.
• Preferred certifications: ITIL Foundation, PMP
• Proven experience in ITSM platforms (ServiceNow, Jira, Zendesk, or similar tools).
• Strong knowledge of ITIL processes (Incident, Problem, and Change Management).
• Familiarity with networking fundamentals, Windows/Linux OS support, endpoint management and Microsoft 365.
• Experience working with vendors, external service providers, and outsourced IT support.

Your value

• Communication | Deliver messages in a clear, compelling, and concise manner, listen actively
• Stakeholder management | Understand stakeholder’s needs, constructively challenge and collaborate effectively with others
• Problem Solving | Be on top and define problems, develop and implement effective solutions
• Analytical thinking | Effectively analyze all related information to quickly bring high end, customer-driven results and optimize processes
• Digital Savviness | Expand digital culture, enhance new technologies and approaches in field of expertise
• Leading others | Empower and develop others – reinforce and influence

A place where everyone belongs 

We strive to be a better place to work where our people reflect the markets we serve, where their voices are heard and valued, they find purpose in their work, and can grow and contribute to their fullest. We are an equal opportunity employer, and all applicants/employees will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability status, or any other characteristic protected by law.

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AB is recognized as a Top Employer 2025 in Greece. 

Top Employer Institute: Certified Excellence in Employee Conditions 

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*All applications are treated with utmost confidentiality