Service Desk Team Manager

hace 2 semanas

Centro, España The Workshop A tiempo completo

Who we are

We are Inventors of gaming platform, betting, fintech and software solutions. Across the globe, our cross-functional teams create online gaming platform as well as sports and fintech betting solutions that reach hundreds of thousands of users daily guided by our motto “Fearlessly Forward” together.

Join our Blockchain team

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

Our blockchain team is dedicated to the conception, design and implementation of a best-in-class software platform providing our users with the ability to work seamlessly within this new and highly technical space. We are currently seeking new colleagues across a variety of roles who are passionate about bringing this world-changing technology into mainstream use via the development of high-quality tools and services aimed at the wider commercial market.

Previous blockchain experience, while desirable, is not required and so this is an excellent opportunity for anybody who has an interest in growing their skills and experience in this novel and fast-moving field.


Your mission

To develop and manage the Service Desk team. You will ensure that team members have the capabilities needed to provide Incident, Change, Problem and Event management services as required as well as prepare them for opportunities for advancement within the wider organization.

You will also act as a point of escalation within the team, manage day-to-day workloads, schedules and leave requests.

What you'll do

  • Manage and lead the Service Desk team, overseeing rostering, staffing decisions, development plans, and performance feedback to ensure key competencies are met and support business needs.
  • Clearly define and communicate job expectations and vision, providing direction and development for direct reports.
  • Promote a continuous improvement ethic, work to eliminate bottlenecks, implement feedback loops, and identify opportunities for automation.
  • Ensure team documentation and standard operating procedures are up-to-date and fit for purpose.
  • Work collaboratively with other technical teams to resolve incidents and problems under tight time constraints.
  • Encourage a proactive attitude towards preventing incidents.
  • Provide ongoing, timely updates on product and service interruption issues to management and stakeholders.
  • Aim to reduce the number of incidents escalated to Subject Matter Experts by improving processes, procedures, knowledge, and skills.
  • Investigate underlying causes of real or potential anomalies in IT services.
  • Select, develop, and retain a high-performing team while championing a culture of employee engagement within the team and across regions.
  • Act as a key point of escalation for any related issues that arise, working with relevant stakeholders where necessary.
  • 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.
  • Adopt a "drive my team like it's my own business" approach, fostering ownership, accountability, and a high level of commitment within the team.

What you'll bring

The ideal Service Desk Team Manager will possess some or all of the following attributes:

  • Significant experience within the IT services sector and leading teams of technical staff
  • A demonstrated capability in staff development
  • A demonstrated customer focus
  • A demonstrated capability in engaging and communicating with senior management stakeholders
  • A 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
  • Understanding of the impact of technology on the business
  • Basic knowledge of network and server infrastructure
  • Well organized, ability to multitask and prioritize
  • Self-driven, Self-starter

What's in it for you(Spain)

    • 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 Malaga based.
    • Relocation package for you and your family including soft-landing package services to help you settle in (applicable for relocation to Malaga, if you are moving from a different city/country)
    • Learning Pocket for personal development.
    • A hybrid working model with flexible hours.
    • 3 volunteering paid days each year.
    • Generous referral programme.
    • Workplace perks such as gaming room with darts, pool, ping pong table, foosball, consoles and much more We also enjoy massages and a kitchen stocked with coffee, fruits, nuts and ice cream.

What's in it for you ( London )

    • Private life and health insurance.
    • Pension plan.
    • Four weeks per year to work from anywhere for eligible employees.
    • 25 days of annual leave plus weekday bank holidays,.
    • Learning Pocket for personal development.
    • A hybrid working model with flexible hours.
    • 3 volunteering paid days each year.
    • Generous referral programme.

Excited about this opportunity? Scroll down to learn more about The Workshop

Our Beliefs and Commitment to You We value creativity and innovation from our diverse team. The Workshop welcomes candidates of all genders, orientations, disabilities, races, ages, nationalities, and beliefs. Great ideas come from great people who thrive on being empowered to improve our products and processes

Our DNA We live by the motto "Experience First" for our customers, players, and employees. With 550 employees from 40 nationalities speaking nearly 30 languages, our offices in Málaga, Madrid, Auckland, and London focus on collaboration, knowledge-sharing, and well-being initiatives.

Our Culture: At The Workshop, we foster an inclusive and multicultural environment where diversity is celebrated. As an Inventor, you will thrive in an environment led by:

  • Global Innovation: Join a dynamic company pioneering cutting-edge technology worldwide with an environment that encourages new ideas and continuous growth.
  • Personal Growth: Explore new opportunities through internal mobility programs.
  • Well-being Support: Benefit from initiatives promoting work-life balance and personal development.
  • Community Impact: Influence the tech community inside and outside of The Workshop and mentor others as we shape the future together.
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