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Prima Logo Prima · IT - Administration

It Service Desk Manager

Italy, Milan · Job Posted July 05, 2026
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Job Description

Are you looking for a new challenge? Fancy helping us shape the future of motor insurance? Prima could be the place for you. Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain. To help fuel that growth, we need an IT Service Desk Manager to join our IT team. This team is the beating heart of Prima. You’ll be joining over +350 engineers across software development, infrastructure, operations and security. Fuelled by curiosity, experimentation and collaboration, you’ll help deliver scalable, impactful solutions that shape the future of insurance.

Job Responsibility

  • Lead a team of 10 IT professionals supporting more than 1,600 employees across Italy, the UK, and Spain
  • Own the end-to-end employee technology experience, ensuring workplace services are reliable, scalable, secure, and continuously evolving
  • Define the strategy for IT support services, oversee service delivery across internal teams and suppliers
  • Continuously improve workplace technology, enterprise applications, hardware lifecycle management, onboarding, office IT, and user satisfaction
  • Drive automation, self-service, and knowledge management initiatives
  • Lead service improvement projects, manage budgets and vendors, develop your team, provide strategic reporting and insights to senior stakeholders

Requirements

  • Extensive experience leading IT Service Desk or Workplace Technology functions within large organisations
  • deep knowledge of ITSM practices, workplace technologies, device lifecycle management, enterprise SaaS platforms (Google Workspace), and workplace infrastructure
  • proven experience managing distributed teams
  • driving service desk transformation
  • establishing KPIs and governance
  • implementing automation and self-service strategies
  • delivering scalable, high-performing support operations
  • strong commercial and stakeholder management skills
  • experience owning budgets, vendor management, procurement, sourcing strategies
  • using data to drive continuous improvement while balancing operational excellence with long-term strategy

Nice to have

  • Experience operating within fast-growing or highly regulated organisations
  • supporting geographically distributed teams and balancing security, compliance, and employee experience
  • experience introducing automation, AI-enabled support, self-service platforms, knowledge management initiatives, and modern workplace tooling
  • passion for building high-performing service organisations, developing people, improving customer satisfaction, and creating data-driven, proactive support models

What we offer

  • Hybrid working
  • Access to learning resources, mentorship and a growth plan tailored to you
  • Private healthcare
  • Gym discounts
  • Wellbeing programs
  • Mental health support
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