Certifications in ITIL or other related IT Service Management Practices or commensurate experience is desirable but not essential.
Ideally educated to degree level in computing technologies
Highly organized, data driven with strong analytical skills and attention to detail with the ability to analyze problems, determine and recommend solutions and drive the desired outcome
Experience managing a big team of people.
Excellent oral and written communication skills
Strong Customer service skills and passionate about service excellence
Good Knowledge of networking, security and infrastructure.
Proactive, decision focused, solution oriented, analytical
Pragmatic - able to balance competing pressures and influences to execute tasks in a high-pressure environment
Ability to collaborate and work with personnel at all levels
Able to engage, influence and motivate teams and individuals through change
Bilingual in English (oral and written). Spanish or other language nice to have.
Reporting to the Chief Information Officer, the Infrastructure & Service Desk Manager is responsible for ensuring the coherent and effective delivery of consistent and repeatable process and required to deliver, support and improve technology services.
She / He will implement the processes from the central in Barcelona.
Descripción de la oferta
Maintain / Update SLA / KPIs
Design, implement, monitor and report on Service Level Agreements and Key Performance indicators
Maintain standard procedures to handle incidents and service requests
Effectively communicate with the Level 1 and 2 IT Support
Keeping user experience and expectations always front of mind
Design and implementation of a Service Level Agreement concepts
Helps to support and drive a continuous process improvement culture within the organization by fostering relationships with both front and back office functions.
Lead activities as required to meet changing business and user support needs
Managing a team of 10 Helpdesk (Level 1 and 2), 1 Team Leader and 1 System Administrator.
Contacting with the internal IT department
Contacting and managing the relation with external partners.
Jefe de Equipo
Detalles de la oferta
Experiencia : 3-5 años
Tipo contrato : Indefinido
Jornada : Jornada completa
Salario : No especificado
Incentivos : Bonus