Inicio España Global Service Desk Manager (m/f)

Global Service Desk Manager (m/f)


You have experience leading a Global Service Desk Team? You enjoy providing the best technical support to internal clients on a global scale? This is your chance! Our Global Service Desk Manager will be responsible for ensuring an excellent and consistent level of customer experience is provided by the regional GTS Service Desks to all users. Join PageSSC.

Client Details

Are you looking for a place to work that will inspire and challenge you? A place to unleash your potential? Then the PageGroup Barcelona Shared Service Centre (SSC), with its flexible, open culture and meritocratic structure is the place for you.

From 1976 and our first office in London we have grown into one of the world’s leading recruitment consultancies, with 140 offices in 36 countries and over 7,000 employees. You could say the sun never sets on PageGroup – or your professional journey with us.

PageGroup is a global company made stronger through our multiculturalism and diversity – in Barcelona we have over 30 nationalities in one location. We are a diversity champion, winning awards in the UK and throughout Europe for our efforts. What our employees say about us helps us take the right direction – after all, being a ‘Top Employer’ in 8 European countries is no easy feat.

Find out more here:


Your responsibilities include:

* Working with the GTS Service Desk Leads to effectively manage the Service Desk activities
* Act as liaison to Senior stakeholders during major incidents
* Manage day-to-day relationships with all support levels and interdependent business areas
* Responsible for performance management of all GTS Service Desk Leads
* Ensuring effective and relevant communication to end users and IT teams
* Measuring effectiveness of Service Desks through goals/KPI’s
* Measure effectiveness of Service Desks through surveys and feedback mechanisms
* Lead, motivate, inspire and develop the Service Desk Leads and team members to ensure the effective and efficient provision of end user services and experience
* Responsible for embedding, maintaining and compliance of GTS processes and procedures within the Service Desks
* Is a direct contact for escalated or emergency requests and issues – managing through to completion or ensure effective delegation
* Contribute to the strategic long term IT support plans
* Resource management
* Work to maximise efficiency savings wherever possible
* Forecast budgeting
* Coach and mentor Service Desk Leads in addition to providing training in support of their career development
* ITIL process champion, must leverage industry expertise and past experience instituting ITIL frameworks as they relate to service management and delivery


Your experiences:

* 5 years plus previous extensive team management experience (Manager Level)
* Ideally educated to degree level in IT and/or computing technologies
* ITIL Foundation
* Must be an enthusiastic leader, focused and results orientated
* Customer focused and committed to improving all aspects of the customer experience
* Possess a committed and responsible attitude with particular focus on customer satisfaction
* Excellent communication and stakeholder management skills
* High fluency in English
* Must be an ‘active’ listener, highly professional, motivated with a strong work ethic and a positive and enthusiastic attitude
* Demonstrate the ability to handle demanding customers in a pressurised environment
* Experience of managing a team in an IT or technical function

Job Offer

Our offer:

* Long-term opportunity to grow inside a multicultural environment and globally operating company
* Competitive base salary + additional benefits
* Starting Date: ASAP
* Based in Barcelona

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Requisitos Mínimos:

5 years plus previous extensive team management experience (Manager Level)
Ideally educated to degree level in IT and/or computing technologies
ITIL Foundation
Excellent English

Experiencia Mínima:

No es necesario

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Situación Académica:

En curso

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