We’re looking for motivated, engaged people to help make everyone’s journeys better.

Job Summary:

Service Desk Team lead - The role holder leads, motivates, and develops a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.

Main Duties and Responsibilities:

People Management. Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.

Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service.

Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.

Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues.



Uses strengths of team to achieve effective efficient delivery of service within SLA.

Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.

Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.

Tools Mastery. Ensure adherence to agreed strategic toolset, emphasizing the need for improved deployment and usage.

Qualifications and Education:

At least High school diploma or equivalent

IT related studies or previous IT Desk and incident management experience.

Key Performance Indicators:

Coaching and mentoring undertaken

Feedback from team and managers actioned

All performance manageme

📌 SD Team Lead (Madrid)
🏢 Gategroup
📍 Madrid