IT Service Desk Specialist

Role description

We are looking for an IT Service Desk Lead who will play a central role in coordinating business requirements and IT services within our audit firm. In this position, you ensure that our applications, workplace services, and internal IT support operate reliably and efficiently.

You act as the bridge between our internal organization and our external IT partners, including managed service providers and software vendors. The role combines oversight of business applications, coordination of internal IT support, and vendor management.

Working closely with partners, managers, and operational teams, you help ensure that IT services support the day-to-day work of the firm. Your focus is on ensuring that IT services are well organized, dependable, and aligned with the needs of the business.

Your Role

Your responsibilities include acting as the primary point of contact for internal IT questions and support requests, coordinating and monitoring incident handling and service requests, and working closely with our managed service provider and software vendors. You monitor service levels and ensure issues are resolved in line with agreed service standards, while maintaining oversight of the application landscape used within the firm. In addition, you translate business needs into functional requirements or change requests, coordinate IT-related aspects of employee onboarding and offboarding, and manage access rights and user administration together with external providers. You also identify opportunities to improve systems, processes, and tooling, and ensure proper documentation and continuity in the management of IT services.

Key responsibilities include:

• Acting as the primary point of contact for internal IT questions and support requests
• Coordinating incident handling and service requests with our managed service provider
• Monitoring service levels and ensuring timely resolution of issues
• Maintaining oversight of the firm’s application landscape
• Coordinating IT onboarding, offboarding, and access management
• Identifying improvements in systems, processes, and tooling

Your Profile

We are looking for someone who combines strong organizational skills with a good understanding of IT services and business applications.

You likely have:

• 3-5 Years of experience in a role such as functional application manager, application specialist, IT service coordinator, or similar
• Experience working within a professional services environment, such as an audit or consultancy firm
• The ability to work effectively with both technical teams and business stakeholders
• Experience coordinating external IT providers or managed service providers
• A structured and proactive way of working, with strong ownership of tasks and processes
• The ability to prioritize and maintain oversight across multiple systems and requests
• Experience with Microsoft 365, SharePoint, Exact, or similar business applications is considered a plus.
• Strong awareness of information security best practices and GDPR.