This role is responsible for ensuring the Service Desk operates as a trusted, professional, and scalable entry point for operational work across multiple clients
Job Summary
This role is responsible for ensuring the Service Desk operates as a trusted, professional, and scalable entry point for operational work across multiple clients.
Own and manage the service management platform across Jira Service Management, Confluence, Jira Software, and Refined, maintaining and improving request types, workflows, queues, SLAs, automations, knowledge base structure, and portal design.
Merkle offers a workplace in central Copenhagen with a collaborative and informal culture, competitive pension scheme and health insurance, and a hybrid work model with flexible remote days.
Matching Summary
This role is responsible for ensuring the Service Desk operates as a trusted, professional, and scalable entry point for operational work across multiple clients.
Skills & Requirements
Must-have
Service Desk Management
Atlassian platform ownership
Jira Service Management
Client-facing support function
Incident management and communication
Operational reporting
Nice-to-have
People leadership
Service ownership
Platform governance
Operational structure
Collaborative and informal culture
Key Requirements
Strong experience in service desk management
Hands-on experience with Jira Service Management
Experience running a client-facing support function