IT Support Manager

hace 5 días

Barcelona, Barcelona, España Reconocida Empresa A tiempo completo
About the Role

We are seeking an experienced IT Support Manager to join our team at Reconocida Empresa. As a key member of our IT department, you will be responsible for overseeing various IT support functions and ensuring the delivery of high-quality services to our end-users.

Key Responsibilities
  • Manage the IT Service Desk, Desktop Support, and VIP Support teams to ensure efficient and effective service delivery.
  • Develop and implement incident, request, change, and escalation processes to meet business needs and drive service improvement.
  • Take ownership of major incidents, ensuring coordination with stakeholders, incident resolution, and post-incident review.
  • Monitor and control service delivery, ensuring systems, methodologies, and procedures are in place and followed.
  • Be accountable for the quality of service and performance, ensuring future demand is understood and factored into capacity plans.
  • Drive internal and third-party service review meetings to discuss performance, service improvements, quality, and processes.
Technical Requirements
  • Lead the Desktop Management team to continually improve the desktop computing environment.
  • Manage the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
  • Onboarding and offboarding projects, including provisioning of accounts and laptops for 500 users, and renewal of equipment for 150 users.
  • Ensure patching and anti-virus updates are carried out promptly and effectively.
  • Work with other IT teams to evolve standards for hardware, software, and security in the desktop environment.
Requirements
  • IT/Computing degree or ITIL Qualification is preferred.
  • +10 years of proven experience in an IT Support or relevant field.
  • Previous experience as a Team Lead or proven experience in leading virtual teams.
  • IT Incident Support in a global, large-scale, and diverse environment.
  • A passion for Service Improvement.
  • Experience in management of escalation procedures and related disciplines.
  • Excellent leadership and people management skills.
  • Excellent written and verbal communication skills in both English and Spanish.
  • Willingness to support and mentor junior staff.
  • Excellent customer-facing/customer service skills.
Technology Stack

Azure AD and Active Directory, Microsoft M365 suite, ServiceNow, BlueJeans.

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