Service Desk Team Lead

hace 1 semana

Madrid, Madrid, España The Workshop A tiempo completo
Service Desk Team Manager

We are seeking a highly skilled and experienced Service Desk Team Manager to join our team at The Workshop. As a key member of our IT service management team, you will be responsible for leading and managing a team of technical staff to provide exceptional service to our customers.

Key Responsibilities:
  • Lead and manage a team of technical staff to provide incident, change, and problem management services.
  • Develop and implement processes and procedures to improve service delivery and customer satisfaction.
  • Collaborate with other technical teams to resolve incidents and problems under tight time constraints.
  • Investigate underlying causes of real or potential anomalies in IT services.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Ensure the service desk team adheres to key performance indicators (KPIs) such as First Contact Resolution (FCR), Response and Resolution Service Level Agreements (SLAs), and ticket quality.
Requirements:
  • Significant experience within the IT services sector and leading teams of technical staff.
  • Demonstrated capability in staff development and training.
  • Demonstrated customer focus and ability to engage with senior management stakeholders.
  • Demonstrated ability in continuous improvement, ideally with previous experience with improvement models such as Lean Six Sigma or Kepner Tregoe.
  • Experience with incident, change, or problem management processes.
  • Business fluency in English.
  • ITIL Foundation certification.
  • Strong analytical skills and understanding of the impact of technology on the business.
What We Offer:
  • Private life and health insurance for you and your family.
  • Four weeks per year to work from anywhere for eligible employees.
  • Gym reimbursement.
  • Company bus lines for convenient transportation applicable for employees in Malaga.
  • Relocation package for you and your family, including soft-landing package services to help you settle in.
  • Learning Pocket for personal development.
  • A hybrid working model with flexible hours.
  • 3 volunteering paid days each year.
  • Generous referral programme.

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