Posición: Office - Manager
Ubicación: Madrid (España)
Jornada laboral: Jornada completa
Sector: Moda
Vacantes: 1
Modalidad de trabajo: Híbrida
International fashion company
Descripción de la oferta
The project!
As Service Desk Senior Manager, you will lead and evolve our IT support team. You will be responsible for defining the Service Desk strategy, optimizing support processes, ensuring service quality, and enhancing the end-user experience across the organization.
What will the role entail?
- Lead and manage the Service Desk team, ensuring efficient and customer-oriented IT support.
- Define and execute the Service Desk strategy aligned with IT and business objectives.
- Oversee incident and problem management, ensuring SLA compliance and continuous improvement.
- Develop and implement KPIs and metrics to measure performance and service quality.
- Manage the area’s budget, optimizing costs without compromising support quality.
- Drive process automation, integrating ITSM tools and promoting operational efficiency.
- Lead digital transformation initiatives within the IT support function.
- Ensure team training and development, fostering a high-performance environment.
- Coordinate with other IT teams and stakeholders to ensure effective and seamless communication.
- Boost end-user satisfaction through a proactive and preventive support approach.
What do we offer?
- Great international working environment.
- Corporate Offices in Madrid.
- Flexible working hours.
Requisitos
- 5+ years of experience managing Service Desk or IT Support teams.
- In-depth knowledge of IT service management and best practices (ITIL, ISO 20000).
- Experience with ITSM tools (ServiceNow, Jira Service Management, ServiceDesk Plus, etc.).
- Strong leadership, communication, and change management skills.
- Ability to manage crises and critical incidents with a strategic mindset.
- Experience in budgeting and cost optimization in Service Desk environments.
- High level of English (required for global or multinational settings).
