Service Desk Manager

Merkle

Copenhagen, Denmark
Hybrid
Service desk management
Atlassian platform ownership
Jira service management
Merkle is seeking a Service Desk Manager to oversee and enhance a client-facing Service Desk, utilizing Atlassian tools to ensure efficient operations and client onboarding. The role emphasizes leadership, service management, and operational reporting within a collaborative and flexible work environment

Job Summary

  • The role is responsible for ensuring the Service Desk operates as a trusted, professional, and scalable entry point for operational work across multiple clients, combining service management leadership, platform ownership, client onboarding, incident communication, operational reporting, and first-line team leadership.
  • Key responsibilities include leading the day-to-day operation and continuous improvement of a client-facing Service Desk, owning and managing the Atlassian service management platform, managing user access and governance, leading client onboarding, and ensuring structured incident management and communication.
  • The company offers a competitive pension scheme and health insurance, breakfast and lunch at the office, a hybrid work model with flexible remote days, and a wide range of social activities.

Matching Summary

Match Score: 85

Merkle is seeking a Service Desk Manager to oversee and enhance a client-facing Service Desk, utilizing Atlassian tools to ensure efficient operations and client onboarding. The role emphasizes leadership, service management, and operational reporting within a collaborative and flexible work environment.

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

  • Collaborative and informal culture
  • Professional growth opportunities
  • Supportive colleagues

Key Requirements

  • Strong experience in service desk management
  • Hands-on experience with Jira Service Management
  • Experience running a client-facing support function
  • Excellent English communication skills

Work Rights

Not specified

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