AWWG IT Service Desk Manager
Role details
Job location
Tech stack
Job description
As the IT Service Desk Manager, you will be responsible for ensuring high-quality end-user support, managing the local Service Desk team, and coordinating global support activities to deliver consistent IT services across the organization., * Manage and oversee the daily operations of the IT Service Desk, ensuring efficient handling of incidents and service requests.
- Ensure incidents and requests are resolved within defined SLAs and KPIs.
- Monitor ticket queues, prioritize workloads and maintain optimal response and resolution times.
- Act as the main escalation point for complex or high-impact incidents.
- Ensure consistent and high-quality IT support services for all end users.
Global Service Desk Coordination
- Act as the primary IT support contact for the Madrid office and coordinate the global Service Desk team to ensure consistent service delivery, efficient incident resolution and alignment with IT support standards across all locations.
- Collaborate with regional IT teams and local support staff to maintain standardized support procedures.
- Ensure global alignment of Service Desk practices, tools and documentation.
- Support the implementation of global IT support policies and standards.
Team Leadership
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Lead, mentor and develop the Service Desk team.
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Define team objectives, monitor performance and conduct regular performance reviews.
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Coordinate team schedules and resource allocation to ensure service continuity.
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Promote a customer-focused culture and continuous improvement mindset.
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Ensure ITIL-based service management processes are followed (Incident, Request, Problem and Knowledge Management).
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Identify opportunities to improve support workflows, automation and operational efficiency.
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Maintain and expand the IT knowledge base and support documentation.
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Analyze Service Desk metrics and implement improvement initiatives.
Stakeholder Management
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Act as a key liaison between end users, IT teams and business stakeholders.
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Coordinate with Infrastructure, Security, Workplace and Application teams to resolve incidents and service requests.
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Communicate major incidents, service performance and operational updates to IT leadership.
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Monitor and report key Service Desk performance indicators and service metrics.
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Produce reports on ticket volumes, SLA compliance, resolution times and user satisfaction.
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Ensure proper documentation of procedures, support guides and operational standards.
What do we offer?
- Flexible retribution with Cobee and medical insurance with Cigna
- Discounts on brands of the group
- Corporate Remote work and flexible entry/exit policies.
Requirements
- 5+ years of experience in IT support or Service Desk environments, with 2+ years of experience in a Service Desk leadership or supervisory role
- Fluent in Spanish and professional working proficientcy (C1-C2) in English. Both will be checked throughout the recruitment process. Additional languages will be valued.
- Provable experience in the administration and support of Google Workspace and Microsoft 365 environments
- Knowledge in Active Directory / Entra ID management including user provisioning, access control and identity management
- Experience with ITSM Platforms/Ticketing Systems: ServiceNow, ServiceDesk Plus, Jira Service Management or similar
- Experience working in corporate or international IT environments Skills
- Strong leadership and team management skills
- Excellent communication and stakeholder management abilities
- Strong problem-solving and analytical capabilities
- Ability to manage priorities in fast-paced environments
- Strong focus on customer experience and service quality
