Career Track: Enabling
Job Title: Senior Manager – Service Desk
Job Level: 8

Senior Manager – End User Computing
Location: Skopje, North Macedonia

Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organisations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise – thus giving organisational leadership the contextualised data they need to make better informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fuelled by organic and inorganic growth that brings together the brightest minds and the latest technology – including AI – to deliver market-leading solutions for our clients. We are looking for people who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

Our values are in our name… TeamRLD

TEAM – It all starts with Team. We win together with our customers. In this role, you’ll collaborate across departments and regions, building unified service desk practices that strengthen our collective impact on healthcare safety.

RESPECT – Everyone is accepted and expected to be a professional. You’ll demonstrate operational excellence while enabling teams to deliver consistent, high-quality service that supports healthcare transformation.

LEAD – We innovate to solve problems and believe everyone can lead by making people and situations better. You’ll lead through influence and expertise, simplifying complexity and guiding teams through change.

DELIVER – We set ambitious goals and focus on progress every day. You’ll drive measurable improvements in service performance while maintaining daily operational discipline.

What You Will Do:

As Senior Manager of the Service Desk within Corporate Systems, you will lead global end-user computing and first-line support operations, ensuring reliable, secure, and efficient IT services across the organisation. You will oversee multiple teams, optimise workflows, standardise technical practices, and manage escalation and resource allocation. Working closely with IT, business stakeholders, and vendors, you’ll translate operational strategy into execution, leveraging emerging technologies and data insights to continuously improve service quality, productivity, and user experience.

Key Responsibilities:

Operational Workflow Optimisation

• Consolidate and streamline service desk processes by mapping workflows and driving continuous improvement initiatives.

• Balance team capacity and troubleshoot operational inefficiencies to ensure consistent service delivery.

• Adapt and refine operational standards to meet service objectives and evolving business needs.

Technical Support Leadership

• Standardise system administration and troubleshooting practices across service desk teams.

• Oversee escalation management and coordinate cross-team technical resolution efforts.

• Reinforce best-practice technical standards across hardware, software, and end-user platforms.

Strategic Solution Orientation

• Guide teams in structured problem-solving approaches to complex service desk and system issues.

• Allocate resources effectively during incidents and high-impact service disruptions.

• Coach teams to identify root causes and implement sustainable, long-term solutions.

User and Stakeholder Communication Excellence

• Establish clear, consistent communication practices for end users and stakeholders.

• Translate technical issues into accessible, user-friendly guidance during incidents and system changes.

• Coordinate stakeholder communication during escalations, projects, and platform updates.

Emerging Technology Oversight

• Monitor industry trends, security developments, and emerging platforms relevant to end-user computing.

• Align technology recommendations with business objectives and operational requirements.

• Prepare teams for proactive adoption of relevant tools and solutions.

Collaborative Team Management

• Lead and develop a globally distributed service desk team with clear accountability and ownership.

• Prioritise work and assignments to maintain a high-performance culture.

• Partner with IT, business stakeholders, and vendors to deliver seamless end-user support.

Service Quality & Continuous Improvement

• Define and track service performance metrics, including SLAs and incident trends.

• Analyse service data and feedback to identify recurring issues and improvement opportunities.

• Mentor teams through training initiatives that enhance technical and service capabilities.

Experience You Will Need:

Essential Requirements:

• Proven experience managing and supporting a global IT Service Desk.

• Budget responsibility for service desk teams and globally used software.

• Strong technical background in IT support, including Office 365 and Microsoft Teams administration.

• Experience supporting compliance requirements such as ISO 27001, Cyber Essentials, and SOC 2.

• Demonstrated ability to consolidate and optimise operational workflows across multiple teams.

• Advanced problem-solving skills with the ability to analyse complex technical and operational issues.

• Strong stakeholder communication skills, translating technical concepts into clear, actionable guidance.

What You Will Gain:

This Senior Manager role offers the opportunity to lead critical end-user computing services at the centre of corporate systems operations. You’ll strengthen your leadership impact by translating strategy into operational execution, driving workflow optimisation, and shaping global service desk best practices. With exposure to emerging technologies, financial ownership, and cross-functional collaboration, this role supports continued growth within a dynamic, global organisation and positions you for progression to the next leadership level.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition.