Introduction about the Organization

Elval is the aluminium rolling division of ElvalHalcor S.A. Elval offers reliable, innovative and competitive solutions that meet the most demanding requirements of global customers. With years of experience in aluminium rolling division, it is one of the most important aluminium industries in the European and international markets.

Key Accountabilities

We are seeking an experienced Help Desk Manager to lead and optimize our IT Service Desk operations. The role focuses on delivering high-quality IT support services, ensuring operational efficiency, and aligning IT services with business objectives. The ideal candidate combines strong technical expertise with leadership, process governance, and data-driven decision-making capabilities.

Key Responsibilities

• Manage and continuously improve IT Service Desk operations using ITSM tools such as ServiceNow
• Ensure adherence to ITIL-based service management processes (Incident, Problem, Change Management)
• Drive service quality through SLA/KPI monitoring and continual service improvement
• Oversee support and administration of Microsoft ecosystem (Azure, Active Directory, Microsoft 365, Exchange, SharePoint, Teams)
• Coordinate support for ERP systems (SAP) and retail/business applications
• Develop and maintain SOPs (Standard Operating Procedures) and technical documentation
• Ensure knowledge base is up-to-date and supports efficient issue resolution
• Set clear performance expectations and KPIs for team members
• Provide continuous feedback, coaching, and training to enhance team capabilities
• Foster a culture of accountability, collaboration, and continuous improvement
• Act as a key interface between IT and business stakeholders

Knowledge, Qualifications and Experience

• Bachelor’s degree in computer science or a related field
• Proven experience in IT Service Desk / Help Desk management
• Strong knowledge of ITIL 4 Foundation (certification required)
• Hands-on experience with ITSM tools (ServiceNow or similar)
• Solid understanding of enterprise IT infrastructure and security
• Experience supporting ERP systems
• Strong analytical and reporting skills (KPIs, dashboards, service metrics)
• Excellent leadership, communication, and stakeholder management skills

About the benefits

Our Company provides a dynamic working environment, in which cooperation and continuous learning are encouraged and career development relates to performance. In addition, Elval offers its employees a competitive remuneration package and a wide range of benefits.

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