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IT Support Services Lead

hace 3 meses


Madrid, Madrid, España Logista A tiempo completo

At Logista, you will have the chance to expand your horizons. You will engage in continuous learning and contribute to a professional, robust, diverse, sustainable, and technologically advanced environment by collaborating with high-performing teams. If you are looking to elevate your career while experiencing new challenges and achieving constant growth, this is the ideal place for you. We are committed to your success and, above all, to ensuring you enjoy the journey. Are you ready to embark on this adventure?

The Opportunity

Logista stands as the premier proximity distributor in Southern Europe, regularly servicing over 200,000 points of sale across Spain, France, Italy, Portugal, Poland, and The Netherlands. We provide unparalleled and swift access to a diverse market of convenience products, pharmaceuticals, electronic top-ups, literature, documents, tobacco, and lottery tickets, among others. Our team comprises over 7,000 direct employees and 15,000 collaborators, all dedicated to delivering efficient and tailored services to our clients.

Your Responsibilities

Operational Excellence:

Deliver comprehensive End-User support services, acting as the single point of contact between provided services and users, while applying ITIL best practices to meet quality and timeliness standards in accordance with SLAs and expectations across the Group. Prepare and analyze activity reports (Volumetry, SLA compliance, KPIs) for the team. Oversee the creation, execution, and continuous enhancement of operational procedures for managing End-User services, ensuring alignment with Group policies. Provide support and training to other Service Desks in various countries. Assist relevant service structures in managing end-to-end complaints and escalations. Propose actions to enhance performance and perceived quality across IT services. Actively engage in knowledge transfer activities and lead training to ensure complete understanding within the team. Manage, inventory, and support end-user hardware and software resources. Conduct critical incident analyses to collaboratively identify necessary actions with specific service structures to eliminate root causes and prevent future occurrences.

Customer Engagement: Facilitate communication with users and monitor the quality perceived by end users, including VIP support.

Performance Management: Oversee KPIs for team and individual performance, applying methodologies to enhance productivity and quality.

Talent Development:

Train Service Desk agents in relevant technical skills and methodologies, ensuring ongoing improvements. Foster and maintain a positive work environment within the team.

Compliance:

Adhere to Group policies, IT Security, and IT Quality guidelines. Collaborate with Business Applications and Technical Architecture in Service Delivery post-project completion.

Participate in IT Security initiatives.

Qualifications

Over 10 years of experience in IT management, specifically in Service Desk, Help Desk, or End User Support. A university degree in Information Technology, Engineering, or a related field; equivalent experience is acceptable. Proficient in English (B2/C1 level). Technical expertise: Team Leadership, management of IT Operations based on ISO 20000, ITIL, experience with ticketing tools, and preparation of KPIs and performance reports. High competence in Microsoft tools (Windows, Office, O365), end-user computing hardware/software, and mobile devices. Training skills and knowledge of ISO 27001 and Personal Data Protection are essential. Willingness to travel within Spain and Europe as part of the role. Availability for on-call duties during weekends and public holidays is required.

Why Choose Logista?

Joining Logista means:

Being part of a leading company in its sector. Collaborating with top professionals and market specialists. Committing to technological innovation. Working in an international setting with a presence in six European countries. Engaging in continuous learning, growth, and professional development. Enhancing quality of life through excellent benefits.

What We Offer:

Professional stability. Restaurant card. Work-life balance initiatives: teleworking policies, flexible hours, intensive working hours on Fridays, Christmas, Easter, and summer, additional holidays, etc.

Ready to take the next step? Join us on this journey.

Logista | Your partner along the way, all the way.

We are an equal opportunity employer, promoting diversity and respect for differences within our workforce. We do not tolerate discrimination based on color, race, gender identity, ethnicity, religion, social class, political views, citizenship, sexual orientation, marital status, disability, or any other reason. We ensure that individuals with disabilities receive the necessary accommodations to participate in the selection process and perform their job functions. Please reach out if you need to communicate any specific requests in this regard.