IT Service Desk Delivery Manager (end client company)

Michael Page; Barcelona; Híbrido; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A specialized chemical company is looking for an IT Service Desk Lead to optimize global IT Service Desk operations. The role involves accountability for IT services delivery, managing vendor relationships, and ensuring high-quality customer support. The position offers a permanent contract, a flexible work-from-home policy, and opportunities for professional growth within a collaborative team.

Servicios

Great work environment

Flexible work-from-home policy

Opportunities for professional development

Budget for training and certifications

Comprehensive benefits package

Formación

• Experience in leading IT Service Desk operations.
• Strong understanding of customer satisfaction metrics.
• Ability to manage vendors and coordinate with IT teams.

Responsabilidades

• Lead and optimize global IT Service Desk operations.
• Take accountability for delivering complex global IT services.
• Conduct macro-level incident analysis to identify trends.

Descripción del empleo

Job Opportunity: IT Service Desk Lead

Join an innovative, leading Swiss-based chemical specialty company.

Responsibilities:

1. Lead and optimize global IT Service Desk operations.
2. Take accountability for delivering complex global IT services, including consulting, projects, and maintenance.
3. Evaluate and improve the service/product roadmap strategically.
4. Act as the primary escalation point, ensuring high-quality, customer-focused support.
5. Coordinate with internal IT teams and vendors to resolve issues and improve service delivery.
6. Conduct macro-level incident analysis to identify trends and opportunities for improvement.
7. Develop and maintain effective relationships with stakeholders, including regional and country IT leaders.
8. Manage vendors to ensure continuous improvements and service quality.
9. Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
10. Ensure all teams operate according to global guidelines.
11. Support the resolution of major incidents with effective communication and timely solutions.
12. Align Service Desk operations with business and IT strategies.
13. Drive initiatives to enhance service quality and end-user experience.
14. Stay current with industry best practices and emerging technologies in IT service management.

Benefits:

• Permanent employment contract.
• Great work environment in Sant Joan Despi with a flexible work-from-home policy (2 days office / 3 days home).
• Opportunity to join a global team of tech-savvy professionals.
• Open, collaborative culture committed to your professional development.
• High-quality equipment and technologies.
• Budget for training and certifications.
• Comprehensive benefits package.
• Transparent salary, rewards, and recognition policies.