Head of Service Desk – 1st & 2nd Level Support, AI &
Automation (f/m/d) Group Business Delivery Center
We are seeking a visionary leader to design and lead a centralized,
multilingual Service Desk across seven countries.
As the International Service Desk Manager, you will be responsible
for the strategic development of 1st and 2nd level support
operations, the integration of cutting-edge AI and automation
technologies, and the implementation of efficient, ITIL-based
service processes.
Job Purpose
Тo create a scalable, customer-centric support structure that
performs across borders.
International Team Leadership | Global Service Strategy | AI &
Automation | ITIL & Service Management
Role Insights:
Develop and execute a global Service Desk strategy that unifies 1st
and 2nd level support across the OpCos, ensuring scalability,
efficiency, and customer-centric service delivery.
Lead the transition from decentralized to centralized support
structures, establishing standardized processes, clear escalation
paths, optimized staffing models and implement performance
metrics.
Integrate AI and automation technologies (e.g. virtual agents,
predictive analytics, RPA) to enhance efficiency, reduce manual
workload, and elevate user experience.
Oversee day-to-day service operations, ensuring timely and
effective incident resolution, adherence to SLAs, and continuous
service quality improvement through KPIs and CSAT tracking.
Evaluate, select and implement modern service management platforms
(e.g. ServiceNow, Jira Service Management) to support global
operations and drive process automation.
Collaborate cross-functionally with IT, DevOps, and infrastructure
teams to ensure seamless integration and alignment of tools,
platforms, and processes.
Build and lead a high-performing international support team,
fostering a culture of accountability, collaboration, and
continuous learning.
Serve as the main contact for internal and external stakeholders,
ensuring transparent communication on service performance, managing
critical escalations, and aligning support services with overall
organizational goals.
Your Profile:
Longstanding experience in IT service management and several years
of experience in a leadership role in managing international
teams
Proven track record in building or transforming service desk
operations in a B2B environment
Deep understanding of ITIL frameworks (ITIL v4 certification
preferred); familiarity with ISO/IEC 20000 or other IT service
quality standards are a plus
Practical experience with AI and automation technologies in IT
support; a background in enterprise IT environments, cloud
services, or cybersecurity are a plus
Proficiency with service management platforms like ServiceNow
Strong strategic thinking, organizational, and problem-solving
abilities and willingness to travel internationally as needed
Excellent communication skills (English Level B2); additional
languages and intercultural competence are a plus
Apply now!
If you are interested in this challenging opportunity, please do
not hesitate to submit your application till 15.07.2025.
A1 Bulgaria | Customer Management
Head of Service Desk – 1st & 2nd Level Support, AI &
Automation (f/m/d) Group Business Delivery Center
София
Пълен работен ден
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