ppWe’re looking for motivated, engaged people to help make everyone’s journeys better. /p h3Job Summary /h3 pService 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. /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 liCustomer feedback. /li liAll service levels met. /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 (Certification, Licenses and Registration) /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 culinarymemories, join us! /p /p #J-18808-Ljbffr

📌 SD Team Lead (Madrid)
🏢 Gategroup
📍 Madrid