Global Service Desk Manager

Booksy connects beauty, wellness and health professionals with local customers, powering millions of appointments annually. Our vision is to be the destination for scheduling, empowering service providers to thrive and consumers to discover and book services. Consumers love Booksy, with a 4.9+ app rating in the App Store & Google Play, and providers gain peace of mind when they use Booksy Biz to manage their small businesses. 

As a Booksy employee, you’ll join a team of 800+ around the world building the fastest growing appointments marketplace. Regardless of the position you hold, you’ll make a direct impact every day helping our providers grow their businesses and build loyal client relationships in their communities. Our inclusive, remote-first team operates with a shared commitment to our values: 

1. People first: We empower and elevate the service provider, the consumer, and their communities.
2. Act like an owner: We take responsibility for our actions and their results.
3. Work as a team: We collaborate and care about the success of our team and others.
4. Shoot for the moon: We have ambitious goals and overcome obstacles with tenacity. 

Ready to join us? Read on for more.

In anticipation of increasing scale and complexity of the business we’re now looking for a Global Service Desk Manager.

Enterprise Technology team provides a common set of IT services for all Booksy entities globally. Global Service Desk Manager’s role is about setting up and coordinating the work of a Global Help Desk team which supports all the Booksy employees globally. The ultimate goal for this role is to ensure that the Helpdesk team operates efficiently and that every Booksy employee receives the same positive experience with technology at Booksy. 

Your responsibilities:

• Leading the Remote Team:
• Coordinate the efforts of Help Desk technicians to ensure IT services align with Service Level Agreements (SLAs) and quality standards.
• Foster professional development through regular feedback, targeted training, and projects that benefit both team members and Booksy.
• Ensuring Operational Effectiveness:
• Develop and implement a comprehensive Help Desk operating model.
• Coordinate the creation of policies and standard operating procedures to ensure consistent approach to the common challenges.
• Define and track relevant metrics, Key Performance Indicators (KPIs), and SLAs to measure operational efficiency, customer satisfaction, and identify improvement opportunities.
• Select and implement tools and processes to streamline Help Desk operations and optimize costs.
• Managing Global Contracts:
• Identify and evaluate global vendors for device management, equipment sales, and 3rd line support.
• Negotiate contracts, ensuring competitive pricing and comprehensive service scope.
• Managing good relations with external providers.
• Stakeholder Management:
• Actively engage with internal stakeholders to understand their needs and incorporate them into a customer-centric Help Desk roadmap.
• Continuous Innovation:
• Proactively identify automation opportunities, new tools, and techniques to keep the Help Desk aligned with the latest IT industry trends.

Our requirements:

• Proven experience (e.g., 5-10 years) as a Help Desk Manager or a similar role.
• Demonstrated knowledge of IT Service Management (ITSM) best practices (processes, tools), aligned with ITIL.
• Broad IT knowledge encompassing operating systems (Windows, macOS, Unix, ChromeOS), networking, hardware, network protocols, software development, automation, security, cloud services, etc.
• Strong understanding of standard IT industry contract types and delivery models.
• Excellent English communication skills (C1/C2 level).
• Exceptional people management skills with the ability to lead, inspire, and foster a culture of high-quality work, innovation, and professional growth.
• Strong interpersonal skills to effectively communicate needs to stakeholders and secure timely input.
• Data-driven approach to decision-making, utilizing key performance metrics to track operational effectiveness.
• Excellent planning and execution copabilities, translating internal and external needs into prioritized actions and successfully implementing them.

What we offer:

• Type of contract tailored to your needs and flexible working hours.
• Opportunity to work remotely or in one of our dog-friendly offices (Warsaw, Bielsko-Biała).
• Work in a welcoming team which is always ready to help (🥳check and learn more about us!).
• Opportunity to develop in an international environment - we have teams in 6 countries, including USA, Brazil and UK.
• Benefits: private medical care, multisport card co-financing, PetHelp, insurance plan, a cafeteria platform and much, much more :)

Sounds interesting? Apply by completing the recruitment form :) We're waiting for you!

~ Booksy Team

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About Booksy:

Booksy is the largest and fastest growing booking platform that connects beauty, wellness and health professionals with local customers, powering millions of appointments each year.

Booksy Biz, designed specifically for small business owners, is Boosky’s mobile-first SaaS platform that combines all the tools providers need to attract new customers, take appointments, manage staff and payments, and build a loyal client base. Booksy Biz makes running a beauty business simple, convenient and accessible so providers can focus on providing exceptional service to their customers. 

The Booksy Marketplace is where millions of consumers around the world find, schedule and manage appointments with stylists, barbers, braiders, nail artists, estheticians, massage therapists, salons, and spas in their communities. Customers can browse business profiles, reviews, services, pricing, availability and instantly book appointments with the click of a button. 

Founded in Poland in 2014, Booksy has operations in Poland, United States, United Kingdom, Spain and France and works as a distributed, remote-first team. The company has raised more than $100M in Series C funding and is backed by investors including Innovia, Kaya, and Verdane. 

For more information, please visit booksy.com, or follow us on LinkedIn.