Global Help Desk Manager

Jordan martorell s.l.; Barcelona; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A global chemical manufacturer is seeking an IT Global Helpdesk Manager in Barcelona, Spain. This pivotal role involves leading the global support function and ensuring efficient IT Service Management. Candidates should possess extensive experience in IT service management, particularly in a managerial capacity, and a Master's degree in a related field. This position offers competitive compensation, a flexible hybrid work environment, and opportunities for career growth and development.

Servicios

Competitive salary

Performance-based bonuses

Comprehensive benefits package

Flexible hybrid work model

Formación

• 10+ years in IT Service Management or IT Support functions.
• 3+ years in a managerial role within global organizations.
• Strong knowledge of production support processes and ITIL frameworks.

Responsabilidades

• Define and oversee a global Tier 1–3 support model across IT domains.
• Design, implement, and improve global IT Service Management processes.
• Manage the Global Helpdesk team and local IT technicians.

Conocimientos

Leadership skills

Communication skills

Problem-solving

Organizational abilities

Analytical skills

Educación

Master's degree in Computer Science or related field

Descripción del empleo

Do you have experience in delivering reliable IT support services and ensuring smooth operations across a global organization? Are you skilled in defining and managing global support models and IT Service Management processes ? If so, this is your opportunity to make a significant impact by joining DOMO Chemicals .

As an IT Global Helpdesk Manager , you will lead DOMO’s global Level 1–3 support function , ensuring best‑in‑class service for both global and local IT applications. Reporting to the ICT Director , you will manage the Global Helpdesk team and local IT technicians , design and mature IT Service Management processes, and guarantee compliance with KPIs and SLAs across our IT landscape.

Your Key Responsibilities

• Define and oversee a global Tier 1–3 support model across all IT domains at DOMO.
• Design, implement, and continuously improve global IT Service Management processes .
• Drive hands‑on initiatives to propose, design, and enhance monitoring tools, asset management, and IT operations processes .
• Ensure ticket registration, resolution quality, SLA performance , and analytics reporting.
• Lead the Ticketing Committee to review resolution quality and performance metrics.
• Oversee release and change management processes and application lifecycle governance.
• Develop and maintain knowledge bases, self‑service portals, and endpoint management tools .
• Act as the main point of contact for Local IT Managers, Functional IT Leaders, and Business Leads regarding production support.
• Lead a geographically dispersed support organization , ensuring alignment and collaboration.
• Guarantee Service Level compliance and End-User Satisfaction through proactive monitoring and reporting.
• Manage crisis response procedures , ensuring timely resolution and stakeholder communication.
• Coordinate IT vendors and partners for Level 4 escalations .

What You Bring

✔ Education : Master’s degree in Computer Science, Information Technology, or related field (advanced degree preferred).

Experience

• 10+ years in IT Service Management or IT Support functions.
• 3+ years in a managerial role within global organizations.
• Strong knowledge of production support processes and ITIL frameworks.

Skills

• Excellent leadership, communication, and documentation skills.
• Ability to work in multicultural environments and manage multiple priorities.
• Strong problem‑solving, analytical, and organizational abilities.

Languages

• Fluent English; Spanish is a plus.

Certifications

• ITIL or similar certifications appreciated.

What We Offer

• ✅ A Global Role with Impact – Lead a critical IT function supporting worldwide operations.
• ✅ Career Growth & Development – Continuous learning and exposure to global IT landscapes.
• ✅ Collaborative & Inclusive Culture – Join a diverse team committed to excellence.
• ✅ Competitive Compensation & Benefits – We offer a competitive salary, performance‑based bonuses, and a comprehensive benefits package.
• ✅ Work-Life Balance – Flexible hybrid work model based in Barcelona, Spain.

Location & Work Setup

Barcelona, Spain (Hybrid – Onsite required)

If you're passionate about driving IT support excellence , we’d love to hear from you!

Apply now if you see a match!

#Hiring #ITSupport #HelpdeskManagement #DOMO #ITIL #GlobalIT