IT Service Desk Manager

Are you looking for a new challenge? Fancy helping us shape the future of motor insurance? Prima could be the place for you. Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain. To help fuel that growth, we need an IT Service Desk Manager to join our IT team. This team is the beating heart of Prima. You’ll be joining over +350 engineers across software development, infrastructure, operations and security. Fuelled by curiosity, experimentation and collaboration, you’ll help deliver scalable, impactful solutions that shape the future of insurance. Excited to make an impact? Here are the details What you’ll do Lead a team of 10 IT professionals supporting more than 1,600 employees across Italy, the UK, and Spain. Own the end-to-end employee technology experience, ensuring workplace services are reliable, scalable, secure, and continuously evolving to support Prima's growth. Define the strategy for IT support services, oversee service delivery across internal teams and suppliers, and continuously improve workplace technology, enterprise applications, hardware lifecycle management, onboarding, office IT, and user satisfaction through data-driven decision making. Drive automation, self-service, and knowledge management initiatives to build a proactive and scalable support function. Lead service improvement projects, manage budgets and vendors, develop your team, and provide strategic reporting and insights to senior stakeholders. What we’re looking for Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations, with deep knowledge of ITSM practices, workplace technologies, device lifecycle management, enterprise SaaS platforms (Google Workspace), and workplace infrastructure. Proven experience managing distributed teams, driving service desk transformation, establishing KPIs and governance, implementing automation and self-service strategies, and delivering scalable, high-performing support operations. Strong commercial and stakeholder management skills with experience owning budgets, vendor management, procurement, sourcing strategies, and using data to drive continuous improvement while balancing operational excellence with long-term strategy. Nice-to-Have Experience operating within fast-growing or highly regulated organisations, supporting geographically distributed teams and balancing security, compliance, and employee experience. Experience introducing automation, AI-enabled support, self-service platforms, knowledge management initiatives, and modern workplace tooling to improve service efficiency and scalability. Passion for building high-performing service organisations, developing people, improving customer satisfaction, and creating data-driven, proactive support models. Why you’ll love it here: We want to make Prima a happy and empowering place to work. So if you decide to join us, you can expect plenty of perks. 🤸 Work Your Way: Enjoy hybrid working, with a mix of home and office days. 🏁 Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you. 🌈 Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support. Think you’re a match? Apply now. At Prima, we celebrate uniqueness. If you don’t meet every requirement but are passionate about this role, we still want to hear from you. Innovation thrives on diverse perspectives. Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at [email protected]. Let’s build the future of insurance, together.