IT Service Desk Lead

IT SERVICE DESK LEAD

The Davines Group, founded in Parma in 1983, specializes in professional cosmetic products under the brands Davines for haircare and [ comfort zone ] for skincare. Led by Chairman Davide Bollati and Chief Executive Officer (CEO) Anthony Molet, the Group is headquartered in Parma at the Davines Group Village, alongside which stand the Scientific Garden and EROC - European Regenerative Organic Center - a research center focusing on regenerative organic agriculture stemming from a partnership with the Rodale Institute. The Group became a B corp in 2016, and today has 9 offices, operates in 95 countries, and employs around 1000 collaborators globally. Since 2019, both the Italian and American subsidiaries have been Benefit Corporations.

JOB MISSION

Are you ready to make a meaningful impact? We’re looking for passionate individuals eager to help grow our Information Technology (IT) Department while upholding our core values of beauty, ethics, and sustainability.

As our IT Service Desk Lead, you will be responsible for the operational management of the Group Service Desk, coordinating a support team while also directly contributing to the resolution of user incidents and requests.

You will also play a key role in the evolution of IT Service Desk Lead processes, promoting standardization, continuous improvement, and service quality at a global level.

We are looking for a service-oriented professional with a hands-on approach and the ability to drive change through processes, tools, and collaboration.

The IT Service Desk Lead will report directly to the IT Director.

WHAT YOU WILL DO

Service Desk Operations

• Coordinate the daily activities of the IT Service Desk, ensuring timely and effective support to users.
• Manage tickets, incidents, and service requests directly, personally handling more complex cases.
• Monitor workloads, priorities, and service levels (SLAs).
• Ensure high-quality standards in IT support delivery.
• Act as an escalation point for technical and operational issues.

Team Coordination

• Coordinate and support a team of Service Desk Specialists.
• Foster collaboration, knowledge sharing, and professional growth within the team.
• Organize activities, priorities, and workload distribution.
• Promote a culture focused on user satisfaction and continuous improvement.

IT Service Management

• Contribute to the evolution and improvement of IT Service Management (ITSM) processes, including Incident Management, Request Management, Problem Management, Knowledge Management, and Asset Management.
• Identify opportunities for standardization, automation, and optimization of support processes.
• Maintain and develop the knowledge base and operational documentation.
• Monitor Key Performance Indicators (KPIs) and service metrics, proposing improvement actions.

Stakeholder Management

• Collaborate with users, key users, and business stakeholders at an international level.
• Work closely with application teams during testing phases and in addressing issues.

WHO YOU ARE

• At least 5 years of experience in IT Support, Service Desk, or End User Services roles.
• Strong technical expertise in troubleshooting and resolving end-user IT issues.
• Knowledge of Information Technology Infrastructure Library (ITIL) best practices and IT Service Management processes.
• Experience using ticketing and service management platforms.
• Good knowledge of the Microsoft 365 ecosystem.
• Excellent communication skills with a strong internal customer focus.
• Fluency in English, both written and spoken.

Nice to Have

• ITIL Foundation certification or higher.
• Experience coordinating small IT support teams.
• Experience in international and multicultural environments.
• Familiarity with IT Asset Management and Knowledge Management practices.

WHY YOU WILL LOVE WORKING WITH US

At Davines Group, we may not be perfect, but we are dedicated to creating a supportive and inspiring environment where we grow together. We believe in the power of beauty—both in the products we create and in the way we treat the planet and people. Sustainability is at the heart of everything we do, and when you join our team, you’ll become part of a company that makes decisions with the future in mind. We value individuals who are passionate about purposeful innovation and are eager to contribute to a positive impact on the world.

OUR COMMITMENT TO EQUITY, DIVERSITY, INCLUSION, BELONGING, WELLBEING AND CARE

At Davines Group, we believe that beauty begins with people. We are committed to fostering an environment rooted in equity, diversity, inclusion, belonging, wellbeing, and care, where everyone can be fully themselves and feel seen and valued.

This commitment is embedded in how we hire, collaborate, and make decisions, as we continuously evolve our practices to ensure fair access to opportunities, reduce bias, and create conditions where everyone can thrive. This commitment reflects our ambition to do our best, with the awareness that this path is a never-ending journey of continuous learning.

Learn more about our full JEDI (Justice, Equity, Diversity, Inclusion) Commitment here https://davinesgroup.com/en/our-impact/le-nostre-policy

The indicated salary range (€40.000– €45.000) represents the expected hiring range for this position, with consideration to the criteria indicated and requested. Actual compensation may vary depending on the experience, qualifications, and internal equity considerations.

EQUAL EMPLOYER OPPORTUNITY

At Davines Group, we celebrate diversity and inclusiveness as core values that are integral to our Ethical Chart. We are committed to creating a workplace where everyone feels respected, valued, and empowered to be their authentic selves. Our hiring practices are free from discrimination, and we do not make employment decisions based on race, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, or any other factor unrelated to merit. We believe that a diverse team strengthens our ability to innovate and thrive.