Who We Are😎
Born in 2004 as Techedge, we have almost 20 years of expertise that enabled us to become what we are today: Avvale!
This path led us to be able to count on over 3,000 employees, present in 11 countries around the world.
What We Do🌱
We help public and private companies to re-design their business models through the development of innovative and sustainable solutions, which have a positive impact not only on our customers but also on the world we live in!
What you will find 🔍
In Avvale we value our talents and your path with us will be full of:
Flexibility, thanks to our policy you can work remotely in Italy, up to 5 days a week, and in SEE and Switzerland up to 5 months a year;
Training & development as you can participate to training on the job, certifications, foreign languages classes and you will have a yearly budget to buy training courses;
Gender equality & inclusion, the obtaining of Pdr 125 is a proof of Avvale commitment to an inclusive and fair work environment!
How we do💡
Through circular economy models, made possible thanks to technological innovation.
Role and responsibilities
We are looking for a skilled and motivated Service Desk Coordinator to join our Application Maintenance Services (AMS) team.
This role is ideal for a professional who thrives in service delivery environments, ensuring the stability, performance, and continuous improvement of IT support operations across multiple enterprise clients.
Key Responsibilities:
* Coordinate the Service Desk ensuring 24/7 operational continuity and shift scheduling;
* Lead a team of 20+ specialists distributed across multiple client accounts;
* Oversee team coverage, on-call rotations, and holiday shifts;
* Act as the primary escalation point for critical incidents and high-impact service issues;
* Interface directly with external clients during escalations and service disruptions;
* Monitor SLA compliance and drive continuous improvement of performance KPIs;
* Manage the technical documentation and knowledge base;
* Identify opportunities for automation and process improvement;
* Coach and support the professional growth of junior and mid-level team members;
* Coordinate technical training programs and onboarding of new hires;
Required Skills 🛹
* 5+ years of operational management experience in a Service Desk or IT Support environment, leading teams of 10+ people;
* Hands-on experience with ITSM platforms, especially Jira Service Management and ServiceNow;
* Strong understanding of SLA management, incident and change workflows;
* Familiarity with enterprise environments including SAP systems and databases;
* Excellent organizational, communication, and leadership skills;
🎓 Certifications
* ITIL Foundation – Mandatory;
* ITIL Practitioner or Expert – Preferred;
* Certifications on ITSM tools (e.g. JSM, ServiceNow) – Preferred;
Come with us 💪
You will have the opportunity to work and get in touch with international players who will allow you to increase your know-how in view of future challenges!
Avvale promotes equal opportunity. We enhance diversity and are committed to creating an inclusive environment in compliance with applicable non-discrimination and data protection laws.
We do not consider applications without CV.