Technical Incident & Service Desk Manager

About Origina

Origina is a rapidly growing global challenger technology company on a mission to stop unnecessary technology change by helping enterprises to extend, protect and enhance their software assets. We believe organisations should be free to run their systems for as long as they choose - without being pushed into costly, unwanted upgrades that don’t align with their strategy, so we step in to provide an alternative from the original vendor.

We’re scaling fast, with a clear path to €0.5 billion in the next five years, and expanding our presence across Europe, the US, and Australia. As a leading force in independent enterprise software support, we help the world’s largest organisations take back control of their technology roadmap and unlock genuine commercial freedom.

If you’re energised by growth, excited by change, and motivated to help customers challenge long-standing industry norms, this is the team to join. At Origina, you’ll be part of a bold, fast-moving global business where your impact will be felt immediately.

The Role

Origina is seeking a Technical Incident & Service Desk Manager who will be accountable for leading end‑to‑end high‑priority incidents while overseeing daily Service Desk operations, technical escalations, team performance, and customer experience. This role blends incident leadership, technical oversight, and people management, acting as a key link between customers, technical teams, and senior stakeholders. You’ll ensure incidents are handled with urgency and clarity while building a high‑performing team through coaching, development, and strong operational leadership.

Expect 80% of the time to be people management/technical oversight and 20% incident management.

What You'll Do

Service Desk & Technical Leadership

• Lead and develop Senior Service Desk Engineers, driving SLAs, quality, and consistent ticket handling.
• Oversee technical triage, escalations, and progression of complex issues.
• Improve workflows, tooling, and processes in partnership with Business Apps and engineering teams.
• Analyse ticket trends and drive operational improvements.

Major Incident Management

• Act as the single point of accountability for all P1 incidents.
• Lead war rooms, coordinate SMEs, and deliver clear, timely stakeholder communication.
• Ensure accurate customer updates, strong presence on calls, and thorough post‑incident reviews.

People Leadership

• Coach and develop team members with regular 1:1s and performance management.
• Foster a high‑performing, customer‑centric culture.
• Support hiring and onboarding across Service Desk and Technical Incident roles.

Stakeholder Engagement

• Be a trusted escalation point for customers, executives, and internal teams.
• Partner closely with Customer Success, Engineering, Crisis Management, and senior leadership.

Continuous Improvement

• Uphold incident management standards and refine SOPs.
• Use data to identify trends, drive operational efficiency, and enhance Service Desk maturity.

About You

• Strong technical background (IBM/VMware experience is a plus).
• Proven experience managing technical support teams.
• Confident major incident leadership in high‑pressure environments.
• Skilled in communication during crises—internally and externally.
• Excellent communicator with strong customer presence.
• ITIL knowledge and experience with ticketing systems (Dynamics/Vivantio) and Power BI.

What we offer

• Competitive compensation that rewards achievement
• Hybrid, flexible working model
• Family Health, Dental & Vision Insurance from day 1
• Life insurance & Income Protection
• 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
• Generous Maternity & Paternity leave policies
• 6% Pension match
• €200 annual wellness benefits
• €1,000 professional development benefit
• Flexibility of working remotely from anywhere for up to 4 weeks per year
• A dedicated Volunteer Day to give back to your community and support meaningful causes
• Employee Assistance Programme
• An inclusive environment with regular events organised by Engagement, and Diversity Committees

Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you! At Origina, the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organisation planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina’s use of your personal information.