Servicedesk Team Leader

gategroup; Madrid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading global service provider in Madrid is seeking a Service Desk Team lead to lead a dedicated team of service desk professionals. The role will involve enhancing service delivery, managing customer relationships, and ensuring adherence to best practices in incident management. Ideal candidates will have a high school diploma, IT-related studies or experience, and a strong background in managing service desk operations. The role promises an engaging team environment focused on continuous improvement and exceptional service standards.

Formación

• Minimum of 2 years experience in leading a Service Desk team.
• Proven experience in incident management and IT service management.
• Ability to work in a fast-paced environment while managing multiple tasks.

Responsabilidades

• Lead and develop a team of service desk employees to improve service levels.
• Establish and enhance customer relationships at various organizational levels.
• Manage risks and ensure resource adequacy for service delivery.
• Maintain operational procedures and ensure all documentation is completed.

Conocimientos

People Management

Customer Relations

Communication skills

Problem solving

ITIL knowledge

Team Leading

Change Management

Fluency in English (B2 or higher)

Educación

High school diploma or equivalent

IT related studies or IT Desk experience

Herramientas

ServiceNow

Microsoft Office suite

Descripción del empleo

Service Desk Team lead - The role holder leads, motivates, and develops a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.

Main Duties and Responsibilities

• People Management: Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
• Customer Relations: Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service.
• Risk Management: Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.
• Planning & Control: Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.
• Business orientation: Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.
• Service Delivery: Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
• Tools Mastery: Ensure adherence to agreed strategic toolset, emphasizing the need for improved deployment and usage.

Qualifications and Education

• At least High school diploma or equivalent
• IT related studies or previous IT Desk and incident management experience.

Key Performance Indicators

• Coaching and mentoring undertaken
• Feedback from team and managers actioned
• All performance management processes followed
• Evidence of development planning for the team
• Regular team meetings held to cascade local, business, and corporate updates
• Builds relationships with other stakeholders
• Recognize where risk exists and communicate that risk to the appropriate channels
• Manage all resourcing issues to deliver continuously improving services
• Exhibit leadership in terms of proactivity and always thinking customer first
• Identifies reasons and weaknesses in process and/or shortcomings in technical capability
• Encourages the use of best practice across the team, including documenting and sharing with others

Work Experience

• Previous proven experience in the responsibilities described
• At least 2 years previous experience in Leading the SD Team
• Awareness to ITSM tools, SD telephony service management tools – experience
• Management reporting system software tools – experience
• Service Desk and incident management experience
• Utilizes technical skills to resolve end user incident and service request tickets for IT services and products
• Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents
• Ability to perform multiple activities at the same time
• Maintain and enforce operational procedures, as well as complete all necessary documentation

Technical Skills

• Excellent computer skills, Knowledge of Microsoft Office suite
• Extensive knowledge of the ITIL standards & practices
• Knowledge in SD Ticketing system’s (ServiceNow preferable)
• Project leading experience being an asset
• Skills in developing individuals, teams, and the business
• Change Management, Network Support, Application Support experience - (preferable)
• Client Services Management

Communication and other Skills

• Fluency in English (B2 or higher)
• Team Leading skills
• Good communication skills and teamwork ability
• Ability to problem solve and think critically
• Ensure users have a good experience with Service Desk
• Successful management and implementation of changes
• Successful production of documentation

If you want to be part of a team that helps make travel and culinary memories, join us!