Manager numérique F / H

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

Descripción de la vacante

A global chemicals company is seeking an experienced IT Global Helpdesk Manager in Barcelona, Spain. The role involves leading the global Level 1–3 IT support and managing service excellence across organizations. Candidates must have a Master’s degree, over 10 years in IT service management, and experience in a managerial role. The position promotes a hybrid work model and offers competitive compensation with performance-based bonuses.

Servicios

Competitive salary

Performance-based bonuses

Comprehensive benefits package

Formación

• 10+ years in IT Service Management or IT Support functions.
• 3+ years in a managerial role within global organizations.
• Certifications: ITIL or similar certifications appreciated.

Responsabilidades

• Define and oversee a global Tier 1–3 support model.
• Design and continuously improve global IT Service Management processes.
• Ensure ticket registration, resolution quality, and SLA performance.

Conocimientos

IT Service Management

Production support processes

Leadership

Fluent in English

ITIL frameworks

Educación

Master’s degree in Computer Science 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? 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.

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.
• Coordinate IT vendors and partners for Level 4 escalations.

Qualifications

• Master’s degree in Computer Science, Information Technology, or related field (advanced degree preferred).
• 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.
• Fluent in English; Spanish is a plus.
• Certifications: ITIL or similar certifications appreciated.

A Global Role with Impact

Lead a critical IT function supporting worldwide operations.

Career Growth & Development

Continuous learning and exposure to global IT landscapes.

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 (Hybrid – Onsite required).

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