Job ID: 40397 | Location: Barcelona, Barcelona, Spain
Lead and optimize global IT Service Desk operations, ensuring exceptional support experience through strategic management of processes, ITIL frameworks, vendor relationships, and stakeholder engagement. Your role will be crucial in transforming business requirements into structured solutions that drive the organization's strategic objectives, while maintaining the highest standards of customer satisfaction.
Responsibilities
- Lead and optimize global IT Service Desk operations.
- Take accountability for the delivery of complex global IT services, including consulting, projects, and maintenance.
- Strategically evaluate and continuously improve the service/product roadmap.
- Act as the primary escalation point, ensuring high-quality, customer-focused support.
- Coordinate with internal IT teams and vendors to resolve issues and enhance service delivery.
- Conduct macro-level incident analysis to identify trends and improvement opportunities.
- Develop and maintain effective relationships with all stakeholders, including regional and country IT leaders.
- Manage vendors, ensuring continuous improvements and service quality.
- Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
- Ensure all teams (internal and external) operate according to the same global guidelines.
- Support the resolution of major incidents, ensuring effective communication and timely solutions.
- Align Service Desk operations with business and IT strategies.
- Drive service quality initiatives that enhance the end-user experience.
- Stay current with industry best practices and emerging technologies in IT service management.