IT Service Desk Manager

About the role

We are looking for an IT Service Desk Manager to lead and actively support Karo Healthcare’s international service desk operations.

While the title is managerial, this is a highly hands-on role in a lean and collaborative environment. You will combine operational leadership with daily technical involvement, working closely with users, systems, vendors, and the wider IT organization.

This role is ideal for someone who enjoys staying close to operations, solving problems directly, improving ways of working, and building strong relationships across the business.

You will initially manage a small team with one direct report, with potential team growth over time.

What you’ll do

• Lead and support day-to-day IT service desk operations across multiple countries
• Act as an escalation point and actively participate in incident and request handling
• Provide first-line and workplace IT support for hardware, software, and user environments
• Manage end-user devices, including setup, lifecycle management, maintenance, and replacements
• Support identity and access management processes, including Active Directory / Entra ID administration
• Ensure services are delivered efficiently and aligned with company security standards
• Build trust and strong relationships with internal stakeholders and end users
• Drive service quality improvements and contribute to continuous improvement initiatives
• Monitor and improve service levels and support KPIs
• Manage budgeting and forecasting related to workplace devices and support operations
• Contribute to documentation, knowledge sharing, and process standardization
• Collaborate closely with international teams across Europe 

What we’re looking for

We believe personality, communication style, and attitude are just as important as technical capability.

You are someone who:

• Enjoys being hands-on and operational
• Naturally builds trust and positive relationships
• Has a strong customer-service mindset
• Communicates clearly and professionally with both technical and non-technical users
• Likes improving processes and making things work better
• Can balance technical support with business awareness and cost consciousness
• Feels comfortable working in a dynamic, international environment

Experience & skills

• Experience leading or coordinating IT support/service desk operations
• Strong business acumen, including experience with budgeting, forecasting, and cost control within IT support or workplace environments
• Experience working in international or multi-country environments
• Strong understanding of workplace IT environments and end-user support
• Experience with Microsoft environments, Active Directory and Entra ID
• Familiarity with ticketing systems and structured support processes
• Understanding of IT security and workplace IT best practices
• Ability to prioritize and manage multiple support requests

What makes this role interesting

• Opportunity to shape and improve IT support operations in a growing international company
• High visibility and close collaboration with global IT leadership
• A role with real ownership and influence
• International environment with colleagues across Europe
• A pragmatic and collaborative culture without unnecessary hierarchy
• Combination of leadership responsibilities and hands-on technical involvement
• Opportunity to grow together with the organization and team

• Competitive Compensation: Structured annual salary review with performance-based bonuses.
• Hybrid Work Model: Enjoy the flexibility of working both in a modern Kaunas office and remotely.
• Growth Opportunities: Participate in tailored career development programs and take on exciting challenges in a dynamic environment.
• Perks and Benefits: Health insurance after probation, additional trust days, team-building events, and involvement in charitable activities.
• Supportive Environment: Join a company that values teamwork, creativity, and continuous learning.