IT Service Manager


Job description

We're looking for an experienced IT Service Manager for our Endpoint Protection Service. This service is crucial to protect the data and knowledge of our client company worldwide, using tools such as Windows Defender and Crowdstrike to ensure top-notch security.

Job Description:

As an IT Service Manager for the Endpoint Protection Service, you will be responsible for managing and maintaining various aspects of our endpoint protection service. This includes handling tickets, ensuring the implementation of quality service management processes for Windows Defender and other protection tools, managing escalations, contributing to the maintenance of the service catalog, and much more.
  • Managing tickets through the client company's Internal ITSM tool
  • Ensuring the implementation of quality service management processes for Windows Defender and other protection tools
  • Handling service escalations effectively
  • Contributing to the maintenance of service catalog items
  • Implementing procedures for data/information security
  • Managing complex infrastructure solutions or service installations/updates
  • Supporting or managing change-release processes and implementing IT security guidelines
  • Identifying and resolving service or solution problems without impacting end-users
  • Continuous service improvements and documentation enhancement
  • Transferring and reporting completed IT components/functions from projects into operation
  • Tendering, selecting, and ordering services
  • Supplier management and delivery monitoring/reporting
  • Managing and improving overall service in various aspects, always focusing on creating value for the business.


  • At least 3 years of experience in Service Management within IT
  • Experience in building or operating IT solutions from a service perspective
  • Proficient in monitoring and reporting KPIs, setting up SLA and OLA agreements
  • Knowledge in IT Infrastructure and Applications
  • Experience with service providers, management, and monitoring of services
  • Proactive and analytical mindset
  • Current ITIL certification
  • Strong presentation and communication skills
  • Excellent problem-solving and critical thinking skills
  • Commitment to developing, driving, and managing services in a fast-paced environment
  • Business-fluent English (speaking & writing)
  • Hybryd Model in Lisbon

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