Global Help Desk Manager

DOMO Chemicals; Madrid; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A global chemicals company is hiring an IT Global Helpdesk Manager in Barcelona, Spain. You will lead IT support services across global operations, ensuring compliance with KPIs and managing a team. Ideal candidates should have over 10 years of IT experience, including leadership in global settings. The role offers competitive compensation, a flexible hybrid work model, and opportunities for career growth within a diverse team. If you are passionate about IT support excellence, apply now!

Servicios

Competitive salary

Performance-based bonuses

Comprehensive benefits package

Flexible 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 all IT domains.
• Design, implement, and continuously improve global IT Service Management processes.
• Drive initiatives for monitoring tools and asset management.

Conocimientos

Leadership skills

Communication skills

Problem-solving abilities

Analytical skills

Organizational abilities

Educación

Master’s degree in Computer Science, Information Technology, or related field

Descripción del empleo

We're Hiring : IT Global Helpdesk Manager – Barcelona, Spain

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. You will report to the ICT Director, 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!

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