Service Desk Manager

Alter Domus; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Alter Domus Academy

ACCA study leave

Birthday day off

Employee Share Plan

Mentoring program

Descripción de la vacante

Alter Domus is seeking a Service Desk Manager to lead global IT support operations, coordinating across time zones and regions. You will report to the Head of Tech Service Management within Tech Operations and drive high-quality service delivery for a diverse user base.

The role requires 7+ years in IT support and 3+ years in service desk leadership, with experience in enterprise ITSM tools and Active Directory management. A strategic, process-driven mindset is essential.

Formación

• Bachelor's degree in Computer Science or related field.
• 7+ years IT support experience.
• 3+ years in a service desk leadership or management role.
• Experience managing global or multi-site support operations.
• Proven experience managing Active Directory in enterprise environments.
• Experience with ITIL/ITSM frameworks.

Responsabilidades

• Lead and manage global service desk operations across multiple sites.
• Coordinate with regional service desk supervisors and tech leads.
• Recruit, onboard and train staff in various countries.
• Ensure timely resolution of Level 1 and Level 2 support requests.
• Monitor and improve service desk metrics and customer satisfaction.
• Collaborate with IT leadership on strategic planning and transformation initiatives.
• Leverage AI/Automation to optimize support processes.

Conocimientos

Leadership

Global multi-site support

Coaching/mentoring

Service desk management

ITIL knowledge

Educación

Degree in Computer Science / IT

Herramientas

ServiceNow

Jira Service Management

Active Directory

Descripción del empleo

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As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.

Find out more about life at Alter Domus at careers.alterdomus.com

JOB DESCRIPTION

The Service Desk Manageris responsible forleading and managing technical support toAlter Domususers. This role requires managing multi-site support operations, coordinating across time zones, and ensuring consistent, high-quality IT service delivery to a geographically diverse user base. The position combines global leadership, technicalexpertise, and international customer service management tomaintainexceptional service levels worldwide.You willbe reporting to the Head of Tech Service ManagementwithinTechOperations team.

Key Responsibilities

• Manage work schedules, follow-the-sun support model, and resource allocation
• Coordinate with regional service desk supervisors and team Tech leads
• Conduct performance reviews and provide coaching across different time zones and cultures
• Recruit, onboard, and train service desk staff in various countries
• Ensure efficient resolution of Level 1 and Level 2 support requests globally
• Coordinate escalations across regional technical teams
• Utilize and optimize enterprise ITSM ticketing systems for global operations
• Troubleshoot complex escalated issues affecting multiple locations
• Oversee Office 365/Microsoft 365 support for global tenants
• Generate and analyze service desk metrics across all 41 locations
• Track regional and global ticket volumes, resolution times, and satisfaction scores
• Identify location-specific trends and recurring issues to bring improvements
• Present consolidated global performance data to IT leadership
• Benchmark performance across different regions
• Implement continuous improvement initiatives worldwide
• Monitor service quality and consistency across all sites
• Analyze global peak times and adjust staffing accordingly
• Participate in global IT strategic planning and transformation projects
• Leverage current AI/Automation solutions where feasible and identify any additional automation opportunities.

Education & Experience

• Degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 7+ years of IT support experience
• 3+ years in a service desk leadership or management role
• Experience managing global or multi-site support operations
• Proven track record supporting international, geographically distributed user base
• Experience managing Active Directory in enterprise global environments

Technical Skills

• Experience with ITSM and ITIL framework.
• Global ITSM Tools:Advanced experience with ServiceNow, Jira Service Management, or similar enterprise platforms

WHAT WE OFFER

We are committed to supporting your development, advancing your career, and providing benefits that matter to you.

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.

Our global benefits also include

• Support for professional accreditations such as ACCA and study leave
• Flexible arrangements, generous holidays, plus an additional day off for your birthday!
• Continuous mentoring along your career progression
• Active sports, events and social committees across our offices
• 24/7 support available from our Employee Assistance Program
• The opportunity to invest in our growth and success through our Employee Share Plan

Equity in every sense of the word

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.

We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.