IT Service Desk Manager

Descripción del trabajoHello We are Volotea, the airline of small and mid‑sized cities in Europe.Volotea Technology is the digital engine behind one of Europe’s fastest growing airlines. Our IT services ensure that thousands of employees, crews and airport teams can operate safely, efficiently and without disruption 24x7, enabling Volotea to deliver a reliable travel experience to millions of passengers every year.As Service Desk Manager, you will act as the end‑to‑end Service Owner for IT support, combining operational excellence, service governance and strong leadership to ensure high‑quality, cost‑effective and business‑aligned IT services.Take off with us Your journey starts here.How will it be to work with us?Own and lead a 24x7 Service Desk operation, ensuring high‑quality support and full compliance with agreed SLAs and KPIs.Act as Service Owner for IT support services, defining the service model, procedures, SLAs, documentation and driving continuous service improvement.Coordinate onsite IT support services, ensuring effective user support and device lifecycle management.Lead and manage specialized airport support teams to guarantee operational continuity of critical IT services in airports where Volotea operates.Be fully accountable for the performance of IT support services, ensuring service stability, continuous improvement and measurable outcomes aligned with business expectations.Define and optimize device strategy, standardizing devices and peripherals to maximize efficiency and user experience while reducing maintenance.Manage and control the IT support budget, ensuring cost efficiency and financial transparency.Lead tendering and procurement processes for services and suppliers.Lead vendor selection, tendering and procurement processes, building and maintaining strong relationships with vendors, managing performance, contracts and continuous improvement.Ensure an excellent and consistent end‑user experience through service monitoring, satisfaction analysis, and reporting.Align IT support services with ITSM best practices and collaborate with other IT teams to support business growth.Why join us?Redefine what’s possible – shape the futureAt Volotea, every position matters. Your role isn’t just about tasks—it’s about driving excellence and influencing strategic goals at the highest level. We believe in healthy ambition paired with humility, where participation and collaboration open the door to innovation and impact.⚡ Excellence that elevates your career. Your daily work contributes directly to leadership objectives. We foster a culture of professional excellence, where ambition is balanced with humility, and every contribution makes a meaningful impact.Continuous learning & development. We invest in your growth through training programs in leadership, office tools, and languages. Strengthen your skills, expand your knowledge, and prepare for the next step in your career journey.✈️ Travel the world for less. Enjoy exclusive deals with 180+ airlines—fly with your family for up to 4‑5 times less than standard fares, just covering airport taxes. Weekend getaways or global adventures? You decideA prime location in Barcelona – And no, we’re not located at the airport Our HQ is in a top area, surrounded by great restaurants, shops, and services.A Global team. In our diverse, multicultural environment, your ideas and contributions are valued. Together, we create meaningful impact by combining ambition with respect, innovation with humility, and teamwork with excellence.❤️ Inspiring values. We rely on solid values that inspire how we collaborate, lead, and grow together. Safety, Cost Focus, Client‑Conscious, Quick Learning and Caring.Benefits that support your journey. Customize your benefits plan: allocate part of your salary to dining, transport, or health insurance—tax‑free, so you save more for what you love.Well‑Being is fundamental. Enjoy discounted gym memberships, free fresh fruit, and coffee to keep you energized.Work hard, play hard. We love bringing people together with events like: Carnival parties, Trips to Port Aventura, Ski getaways, Running clubs, Paddle & ping‑pong tournaments. We’re an active, social team—there’s always something happeningReady to join us?What will make you succeed in this position:More than 5 years managing IT Service Desk or End‑User Support operations in complex, 24x7 environments.Solid background managing external providers and vendors, including contract management, performance tracking and cost control.Experience supporting mission‑critical operations, ideally in industries such as aviation, transportation or logistics.Strong understanding of ITSM frameworks and best practices (ITIL or similar).Strategic, customer‑centric and problem‑solving mindset focused on delivering tangible value to the business.Excellent communication and influencing skills, especially in complex or cross‑functional environments.Proven ability to collaborate effectively across multiple teams and stakeholders.Strong commitment to continuous improvement, automation and service excellence.Fluent written and spoken Spanish and English.Learn more about working at Volotea HQVOLOTEA | Jobs and CareersVOLOTEA | Vuelos baratos, ofertas y billetes de avión a ciudades de toda Europa.Volotea is an equal opportunity employer that values diversity and inclusion and strives to recruit diverse candidates. Our goal is to continuously improve and sustain an inclusive culture by attracting, developing, and engaging the best talent in our industry.Please read our Data Privacy Policy here.#J-18808-Ljbffr