IT Service Desk Manager Emea jobs

Our Mission

Apax is a multi-award-winning, values-driven, non-profit social enterprise. Our mission "We strive for excellence to improve ourselves, transform services, enhance lives and advance society" plays centre stage. We take a collaborative and consultative approach that values and appreciates the contribution and enthusiasm of our team to make a difference to our organisation and to the lives of disadvantaged people.

About the Team

With a thirst for knowledge and a drive to challenge the status quo, learning and innovation have become part of our identity as we work to advance the mental health services landscape. We are full of life and enthusiasm for the care of our residents, and we drive this outlook throughout the entire organisation. As a certified Great Place to Work, this recognition reflects our commitment to fostering a positive and supportive workplace. It’s important to us that any candidate joining our team aligns with our culture and lives our corporate values. For more information about who we are please visit careers.apax.org.uk and apax.org.uk.

Role Overview

This is an exciting opportunity for an experienced Digital Systems & ICT Manager to be responsible for the day-to-day management, governance and continuous improvement of Apax’s digital ecosystems and SaaS platforms. This is primarily a digital systems role: the postholder manages Apax’s portfolio of SaaS platforms end-to-end, drives digital capability across the organisation and oversees the ICT + SaaS Helpdesk function. This is a full-time role, covering 37.5 hours per week.

Key Requirements (5 years’ experience)

• Undergraduate degree or equivalent in a related discipline.
• 2 years’ relevant experience in Digital Operations, Business Systems, SaaS Administration, ICT Coordination, or similar operational digital environments.
• Managing digital systems, SaaS platforms, or business systems within an operational environment
• Experience coordinating a helpdesk, service desk, or digital support function
• Experience coordinating onboarding/offboarding and user administration
• Delivering staff support, guidance, or training
• Strong digital literacy across Microsoft 365 and cloud-based systems
• Experience working with suppliers or Managed Service Providers
• Ability to manage multiple priorities, systems, and operational activities simultaneously
• Strong attention to detail and ability to maintain accurate operational records
• Comfortable working in a fast-paced operational environment

Desirable

• Microsoft 365 certifications
• ITIL Foundation certification
• Salesforce Administrator certification
• Asana or project management platform experience
• Qualification or training in: Digital Transformation, Business Systems, Process Improvement, Project Coordination, Change Management
• Exposure to Power Automate or workflow automation tools
• Experience within supported housing, social care, healthcare, charity, or other regulated sectors
• Experience with Salesforce
• Experience with Asana or ticketing/project management platforms
• Familiarity with Microsoft Intune or Entra ID
• Experience with SaaS governance or workflow automation
• Experience with Power Automate or similar automation tools
• Knowledge of GDPR and digital governance principles
• Experience creating knowledge bases, SOPs, or digital training resources
• Exposure to digital transformation or systems improvement projects

Employee Benefits

You will be joining a friendly, kind and joyful company culture whilst working as part of a next-generation digitalised company. Full details of the Employee Benefits will be provided during the interviewing process.

• Healthcare & Wellness: Health cash plans, Employee Assistance Programme, wellness and discount perks.
• Financial & Retirement: Pension scheme, referral scheme, season ticket loans, Cycle Scheme and Tech Scheme.
• Holidays & Time Off: up to 28 days annual leave plus public holidays, buying leave, compassionate & bereavement leave, life events leave eg time off for birthday or moving home.
• Learning & Education: Learning & Development Framework, Learners Academy, Leadership Academy, education grant, study leave.
• Family & Parenting: Generous maternity and paternity leave, paid parental leave.
• Welfare & Wellbeing: Mental well-being days, sick pay scheme, team building activities.
• Other benefits: complimentary breakfast and refreshments, free parking, and well-being activities.

Our approach to recruitment is competency and values-based, whereby applicants should be able to demonstrate the organisation's values and principles. We are a strong believer that an organisation is only as good as its people and partners who are its greatest strength. We are an equal opportunities employer.

We value authenticity, originality, and personal integrity in all applications. Submissions must reflect your own experience, skills, and communication abilities. The use of artificial intelligence (AI) tools or automated systems to generate, substantially modify, or enhance application materials (including resumes, cover letters, written responses, or assessments) is not permitted unless explicitly stated otherwise.

Applications found to have been created or significantly assisted by AI may be disqualified from consideration at our sole discretion.