Operations Service Desk Manager

Volton Hellenic Energy SA is a Greek company that is dynamically active and is rapidly increasing its capacity in the fields of Electricity Supply and Trading, Gas Energy Sector and in the field of Telecommunications (through Orizon).

By offering reliable services that meet the ever-growing energy needs of businesses and households, Volton aims to build solid and trustful relationships with its customers. The company's ambition is to become one of the most important companies in the industry and remain at the forefront of developments as the first multiservice provider combining Electricity, Natural Gas and Telecommunications.

As part of its development, Volton strengthens its human resources in Athens and seeks an Operations Service Desk Manager.

The Operations Service Desk Manager leads the Service Desk team, ensuring the effective management and resolution of operational requests and issues that impact critical company departments such as Billing, Customer Experience, IT, Marketing, Sales, and Regulatory. This role is a key enabler for the smooth operation of systems and services, fostering cross-departmental collaboration, business continuity, and the technological and operational advancement of the company's services and products. The job role refers directly to the Operations Director.

Responsibilities

• Provide leadership and strategic management of the Operations Service Desk, aiming for fast and high-quality support to internal stakeholders, optimization of operational processes, and enhancement of business efficiency
• Lead and support the Service Desk Specialists in the daily management of requests
• Set priorities, timelines, and SLAs for ticket management
• Ensure timely communication and updates to stakeholders on service disruptions or critical incidents
• Monitor team performance through KPIs and reporting (e.g., response times, resolution times, backlog)
• Collaborate with Product Owners, IT, Sales, and other departments to align internal processes
• Analyze recurring or critical issues to prevent problems and improve services
• Ensure proper documentation of solutions and procedures in the knowledge base
• Oversee the creation and activation of products/services in Salesforce, IEBS, and other systems
• Participate in the design of digital transformation and operational improvement projects
• Train and develop the team on technical and procedural matters

Requirements

• Bachelor's degree in IT, Business Administration, or related field
• 3+ years of experience in service desk, operations, or IT support roles, including at least 2 years in a leadership position
• Strong understanding of ticketing systems (e.g., JIRA) and service management frameworks
• Excellent organizational, analytical, and problem-solving skills
• Ability to collaborate effectively across departments
• Excellent communication and leadership skills with a service-oriented mindset
• Experience with Salesforce or similar platforms is a plus
• Fluent in Greek and English
• Proficiency in MS Office and familiarity with reporting tools

Benefits

• A competitive fixed salary package aligned with your experience and expectations
• Hybrid working model
• Private insurance, corporate benefits and perks
• Continuous training and professional development
• Excellent professional environment
• Modern and productive working facilities

Don't miss the chance to join a Great Place to Work-Certified Company that fosters a positive work environment, proudly recognized as a Best Workplace for Women 2025.

All applications will be treated with confidentiality. If your CV meets the requirements of the job, we will contact you by phone to schedule an appointment. Information about the company on our site