Head of Global IT Service Desk

Graitec

Cataluña

On-site

EUR 80,000 - 110,000

Full time

6 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Graitec, a global BIM software leader with 800 experts and 270,000 users, seeks a Manager of IT Service Desk to lead the global support across Europe and North America. The role aims to transform a reactive, ticket-driven service into a customer-focused operation that fixes issues at first contact, automates routine tasks, and provides proactive self-service.

You will own the service desk end-to-end, implement ITIL practices, and drive automation, self-service and AI-assisted support using

Qualifications

5+ years in IT support or service management, with 2+ years leading a service desk.
ITIL v3/v4 Foundation minimum, practical application of ITIL practices.
Experience implementing or migrating an ITSM tool (Halo, Freshservice, Jira Service Management).
Strong customer service mindset with clear, empathetic communication.
Hands-on experience with Microsoft 365, Entra ID, Intune and Autopilot on Windows.
Proven track record of improving first-time fix and self-service rates.
Experience managing a remote team across time zones.

Responsibilities

Lead the global service desk with a customer service mindset: responsive, clear and judged by the colleague's experience
Publish and manage service levels and a service catalogue, and act on performance, satisfaction and feedback data
Own communication to colleagues during major incidents, keeping people informed until service is restored
Lead the selection, implementation and adoption of a modern ITSM tool, migrating from CRM-based ticketing
Implement ITIL practices in proportion to Graitec's size: incident, request, problem, change, knowledge and asset management
Design categories, workflows, approvals and reporting so the data shows where demand comes from and how to reduce it
Make first-time fix the norm, giving the first line the knowledge, access and tools to resolve issues at first contact, and reviewing every escalation
Automate common requests and fixes end to end, such as password resets, software installs, access approvals and device set-up, using the ITSM tool, Power Automate and Intune
Introduce an AI assistant in Teams as the front door for IT support, measuring the effect on demand and resolution time
Monitor device and application health to find and fix issues before colleagues notice, with scripted remediation
Analyse the top ticket drivers and remove their root causes with the platform and infrastructure teams
Run the joiner, mover and leaver process with HR and the Work Experience Partners, from device readiness to access removal
Standardise devices across countries, with zero-touch set-up through Autopilot and access granted and removed automatically from HR data and role
Keep hardware and software asset records accurate through the full lifecycle, supporting licence optimisation and audit evidence
Lead, coach and develop a distributed team of IT support specialists across Europe and North America
Plan coverage across time zones and offices, with clear escalation to second and third line teams and suppliers
Manage support suppliers and remote support tools to service levels and cost
Build security into daily service, from identity checks and access requests to device compliance, with Information Security
Provide the service desk evidence needed for SOC 2, ISO 27001 and Cyber Essentials Plus