01
TRCI-26-04131
IT Service Desk Manager (ITSM)
Looking for an experienced IT Service Desk / ITSM professional to manage and improve Service Desk operations, ensuring effective incident/request handling, SLA performance, and continual service improvement. The role focuses on Service Desk management practices, ITIL-aligned processes, ticketing workflows, reporting, and stakeholder communication in a contract position based in Warsaw.
Position summary
- Location
- Poland
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 6 years and Maximum 8 years
Role overview
Why This Role Matters.
Looking for an experienced IT Service Desk / ITSM professional to manage and improve Service Desk operations, ensuring effective incident/request handling, SLA performance, and continual service improvement. The role focuses on Service Desk management practices, ITIL-aligned processes, ticketing workflows, reporting, and stakeholder communication in a contract position based in Warsaw.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITSM
Required
02
ITIL
Required
03
Service Desk
Required
04
Incident Management
Required
05
Request Fulfillment
Required
06
SLA
Required
07
KPI
Required
08
Ticketing System
Required
09
ServiceNow
Required
10
Jira Service Management
Required
11
BMC Remedy
Required
12
Ivanti
Required
13
Zendesk
Required
14
Knowledge Base
Required
15
CMDB
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
Service Desk management
IT Service Management (ITSM) fundamentals
Incident management
Request fulfillment
SLA/KPI management and reporting
Ticketing system usage and workflow understanding
Escalation management and prioritization
Knowledge management (KB articles) basics
Preferred
Nice to Have
ITIL certification (Foundation or higher)
Problem management and root cause analysis basics
Change management basics
ServiceNow or similar ITSM tool administration exposure
Workforce/shift planning for Service Desk
Vendor/outsourcer management
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for IT Service Desk Manager (ITSM)
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