NAPA Safety Solutions is a market leader in safety software and data services for the maritime industry. As we expand our team, we are looking for a Service Desk Manager to join us on this journey.
We are seeking a dedicated and experienced Service Desk Manager to lead our 1st line service desk operations, primarily supporting customers in the Maintenance phase. Establishing the new service desk team will be a priority right from the beginning. The ideal candidate will have a strong background in IT service management, service/help desk operations, and excellent leadership skills. Understanding maritime and shipping industry requirements is a benefit. The Service Desk Manager will work closely with Project Managers and Account Team Project coordinators to ensure a seamless transition from project completion to ongoing maintenance and support.
The role is permanent and full-time. Your home base is our office in Galati, Romania where you can work on-site.
What you will be doing
Customer Support & Communication

• Act as the primary point of contact for customers during the Maintenance phase, ensuring timely and effective issue resolution.
• Maintain regular communication with customers to provide updates on service desk activities, system status, and ongoing issues.
• Prepare and deliver reports on service desk performance, customer feedback, and issue resolutions.

Collaboration with Account Teams and Stakeholders

• Establish strong communication channels with Account Teams, including the Project Coordinator, to ensure alignment with business objectives.
• Collaborate to understand customer needs, support relationship management, and identify opportunities for service improvement.
• Participate in joint meetings to share insights on service performance, strategic initiatives, and customer feedback.
• Monitor and enhance Net Promoter Score (NPS) by proactively addressing service issues and providing actionable insights to Account Teams.

Team Leadership & Development

• Lead and manage the 1st line service desk team, fostering collaboration, accountability, and continuous improvement.
• Work closely with Project Managers to ensure smooth transitions from project completion to ongoing maintenance.
• Engage with Product Development teams to share frontline maintenance feedback for product enhancements.
• Equip the team with the latest technical knowledge by partnering with product owners to address complex service issues effectively.

Incident & Problem Management

• Oversee incident logging, tracking, and resolution, ensuring compliance with SLAs and quality standards.
• Identify recurring issues and collaborate with relevant teams to develop long-term solutions.

Service Desk Operations & Efficiency

• Develop and maintain service desk processes aligned with industry best practices.
• Leverage tools and AI solutions to streamline operations and enhance response times.
• Monitor service desk performance metrics and provide regular reports to senior management.

Resource Management

• Ensure the team is adequately staffed and trained to handle customer inquiries effectively.
• Manage resource allocation to optimize support during peak periods.

Quality Assurance & Compliance

• Ensure all service desk activities adhere to maritime regulations, safety protocols, and quality standards.
• Conduct regular audits and reviews of service desk operations to identify and implement improvements.

Documentation & Knowledge Management

• Maintain comprehensive records of service desk activities, including incident logs and resolution steps.
• Develop and manage a knowledge base for efficient issue resolution and ongoing team training.

What We Expect from You

• Bachelor’s degree in IT Service Management, Computer Science, Maritime Operations, or a related field.
• 5+ years of experience in IT service management, preferably within the maritime or shipping industry.
• Proven track record of managing a service desk or similar support function.
• Understanding of ITIL or other service management frameworks.
• Excellent leadership, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Familiarity with maritime regulations and safety practices is a plus.
• Fluent English language skills, both written and spoken.

Additional Skills (Preferred):

• Experience with maritime IT systems and networks.

• Knowledge of ship operations and maintenance.

• Experience in conducting training sessions and providing technical advice.

• Familiarity with cloud-based fleet services and remote support tools.

Take charge as a Service Desk Manager at NAPA, leading a dynamic team and shaping customer success in a global maritime industry leader.
NAPA as an employer
Meaningful work
We are proud to play our part in creating a sustainable world, and a career at NAPA means working with a purpose. We focus on building the best possible products for our customers, with whom we have close and long-lasting relationships. We protect the environment and human life at sea by powering safer and greener vessels with our technology.
NAPA way of working
We are a self-managed organization. Everyone is here to help and guide each other, but you’re your own boss. The core of our self-management philosophy is trust. We trust that our employees make the right decisions and take care of their personal growth. We provide several opportunities for that, and everyone can manage their own working time. You can work at the office, from home or even while abroad.
Enjoy working together
...is one of our core values. Learning from and respecting each other provides a healthy and pleasant working environment. We, as NAPArians, share our knowledge and help each other when needed. NAPA has offices and customers around the world, and you will be able to meet people from many different cultures. We are a diverse family with a shared goal.
Read more about our values and culture: https://www.napa.fi/careers/
Ready to get on board and join the NAPA crew?
We kindly ask You to send your application and CV to us as soon as possible as the position will be filled once a suitable candidate has been found.
For more information about the position, please contact Jan Wasastjerna by e-mail: jan.wasastjerna@napa.fi
With over 35 years of operation, NAPA is a leading software and data services provider for ship design and operations to enable safe, sustainable, and future-proof maritime industry. Headquartered in Finland, NAPA employs 200 experts, combining expertise in naval architecture, fleet operations and digital services. NAPA operates globally, with a presence in Japan, Korea, China, Singapore, the USA, Germany, Greece, Romania and India.
With over 90% of new vessels built by NAPA customers, NAPA’s ship design software is the global de facto standard in shipbuilding. Furthermore, NAPA is a market leader in ship stability management and safety data services for passenger ships, and its cloud-based solutions for ship performance monitoring and voyage optimization support shipping’s decarbonization journey. For more information, visit www.napa.fi.