IT Service Desk Sr Manager

The primary role of the IT Service Desk Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk). Responsible for overall end to end ticket lifecycle definition, tracking, monitoring and reporting.

Roles/Responsibilities

• Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider)
• Support and improvement L0 daily functions:• Timely review and assessments of tickets
• Resolution and closure of tickets that qualify for L0 resolution
• Assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed
• Ensure tickets are not closed without resolution, wrongly upgraded/downgraded, left unassigned, etc

• Manage and coordinate urgent and complicated support issues.
• Act as escalation point and participate in escalation calls as needed.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Ensure correct setup/configuration/integration of ServiceNow. Participate on ServiceNow releases and upgrades, including testing and change governance of the platform configuration
• Manage and define proper ServiceNow templates for easier reporting of issues and/or service request
• Responsible for overall end to end ticket lifecycle definition, tracking and monitoring
• Translate lessons learnt into continual service improvement
• Oversee the full range of customer service functions, including reviewing customer service satisfaction
• Investigate which processes can be automated and the ways to automate them
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Provide data and reporting of KPI’s and trends to IT department and others daily/weekly/monthly, and as needed.
• Drive Ticket Deep Dive and develop strategies for improvement.
• Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff.
• Develop Service and Operational Level Agreements to set expectations and measure performance.
• Advise management on situations that may require additional client support or escalation.
• Manage the process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
• Review survey feedback to improve services, tools and support experience. Develop an effective and workable framework for managing and improving customer IT support in the organization.
• Own the Virtual Agent and evaluate and deploy AI capabilities (e.g. ServiceNow Now Assist) to improve self-service and deflection
General: Ensure a high degree of collaboration and good team spirit is achieved across all stakeholders. Must be able to interact at Director, Senior Director and VP levels.

IT Service Desk Manager has:

• Ability to connect the dots through a Stakeholder’s eyes with a keen ability to sift through the clutter of data to articulate the business strategy and the alignment of prioritized IT initiatives to achieve it faster, more efficiently, and with a measurable outcome.
• Strong consulting, facilitation, and negotiation experience, preferably with internal and external customers.
• Succinct executive-level verbal and written business communication in non-IT lingo.
• Analytical skills to measure and drive key business decisions on process & systems to enable the overall company success
• Sound knowledge of ITIL and Service Management principles
• Ability to lead and steer go back to green plans for off track metrics
• Excellent attention to details, accuracy and analytical mindset
• Ability to deliver through matrix organizations
• Solid & extensive vendor management skills
• Strong management skills
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
• Knowledge and experience in service desk tools such as Service Desk, Jira, ServiceNow, etc.
Job requirements and qualifications:

Functional experience:

At least 10 years of multi-disciplined IT experience including:

• Proven experience in IT Service Delivery Management 
• Experience in managing and delivering complex cross-functional teams
• Experience in large, sophisticated IT organizations with high volume/high transaction environments.
• Regional/Global management experience and teaming experience including line management.
• Experience working in a fast-paced environment with a strong ability to show initiative
• Advanced user level experience with MS Office (Excel, PowerPoint, PowerApps, Power Automate, etc)
• Experience in implementation of best practices frameworks such as ITIL, ISO20k for the delivery of IT services
• Experience of administration / ownership of service desk tools and technology, preferably ServiceNow
• Experience in hospitality and SAP projects is a plus.
Other Desirable Skills & Experience

• Experience with ServiceNow integrations and AI features (Virtual Agent, Now Assist)
• Experience creating interactive dashboards and management reporting in Microsoft Power BI. 
• Automation and AI savvy, with practical experience using tools such as Microsoft Copilot, Claude, and ChatGPT to improve service operations and productivity. 
• Working knowledge of Python scripting for data analysis, task automation, reporting, or service management use cases. 
• Experience building low-code solutions and workflows using Microsoft Power Apps and Power Automate. 
Soft skills:

• Making customers more successful: Customer-oriented mind-set, capable of maintaining relationships & build trust at director level & above across multiple stakeholders, goal-oriented individual.
• Shaping direction: strategic oriented individual, capable of envisioning, developing, aligning and communicating the processes and tools to execute successful projects and initiatives
• Performance: High-performance individual, who takes responsibilities & deliver towards them, by coordinating effort and aligning resources to achieve objectives.
• Communication: Clear communication view, able to adapt it to the audience (technical, manager, executive), internal or external), in a variety of format presentation settings: one to one, small and large groups, with peers etc.
• Change management: Able to act as a change agent, initiating, sponsoring, enabling and driving transformative changes of strategic significance. Help drive the deployment and adoption of the industry best practices across the organization.
• Stakeholder Management: Foster good working relationship with different stakeholders internal and external from different levels in the organization.
Minimum education:

• University Degree in Computer Science, Information Systems, Business Administration, or related field.
• A recognized service management certification is preferred (i.e. ITIL)
Minimum experience:

+10 years in IT

+5 years in Global / Area / Regional IT Management role

+5 years relevant experience working in capacity of an IT Service Delivery Manager / Lead

+2 years’ experience on IT vendor management

Language skills:

• Fluent English is a must; a second language is a plus.
Location:

• Madrid

Function: Information Technology
Experience Level: Mid-Senior Level