ppbService Desk Team lead /b - 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. /p h3Main Duties and Responsibilities /h3 ul libPeople Management: /b 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. /li libCustomer Relations: /b Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service. /li libRisk Management: /b 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. /li libPlanning Control: /b 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. /li libBusiness orientation: /b Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity. /li libService Delivery: /b 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. /li libTools Mastery: /b Ensure adherence to agreed strategic toolset,



emphasizing the need for improved deployment and usage. /li /ul h3Qualifications and Education /h3 ul liAt least High school diploma or equivalent /li liIT related studies or previous IT Desk and incident management experience. /li /ul h3Key Performance Indicators /h3 ul liCoaching and mentoring undertaken /li liFeedback from team and managers actioned /li liAll performance management processes followed /li liEvidence of development planning for the team /li liRegular team meetings held to cascade local, business, and corporate updates /li liBuilds relationships with other stakeholders /li liRecognize where risk exists and communicate that risk to the appropriate channels /li liManage all resourcing issues to deliver continuously improving services /li liExhibit leadership in terms of proactivity and always thinking customer first /li liIdentifies reasons and weaknesses in process and/or shortcomings in technical capability /li liEncourages the use of best practice across the team, including documenting and sharing with others /li /ul h3Work Experience /h3 ul liPrevious proven experience in the responsibilities described /li liAt least 2 years previous experience in Leading the SD Team /li liAwareness to ITSM tools,



SD telephony service management tools – experience /li liManagement reporting system software tools – experience /li liService Desk and incident management experience /li liUtilizes technical skills to resolve end user incident and service request tickets for IT services and products /li liAbility to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents /li liAbility to perform multiple activities at the same time /li liMaintain and enforce operational procedures, as well as complete all necessary documentation /li /ul h3Technical Skills /h3 ul liExcellent computer skills, Knowledge of Microsoft Office suite /li liExtensive knowledge of the ITIL standards practices /li liKnowledge in SD Ticketing system’s (ServiceNow preferable) /li liProject leading experience being an asset /li liSkills in developing individuals, teams, and the business /li liChange Management, Network Support, Application Support experience - (preferable) /li liClient Services Management /li /ul h3Communication and other Skills /h3 ul liFluency in English (B2 or higher) /li liTeam Leading skills /li liGood communication skills and teamwork ability /li liAbility to problem solve and think critically /li liEnsure users have a good experience with Service Desk /li liSuccessful management and implementation of changes /li liSuccessful production of documentation /li /ul pIf you want to be part of a team that helps make travel and culinary memories, join us! /p /p #J-18808-Ljbffr

📌 Servicedesk Team Leader (Madrid)
🏢 Gategroup
📍 Madrid