ppSelect how often (in days) to receive an alert: Create Alert /ppAs a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions. /ppWith a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. /ppFind out more about life at Alter Domus at careers.alterdomus.com /ph3JOB DESCRIPTION /h3pThe Service Desk Manageris responsible forleading and managing technical support toAlter Domususers. This role requires managing multi-site support operations, coordinating across time zones, and ensuring consistent, high-quality IT service delivery to a geographically diverse user base. The position combines global leadership, technicalexpertise, and international customer service management tomaintainexceptional service levels worldwide.You willbe reporting to the Head of Tech Service ManagementwithinTechOperations team. /ph3Key Responsibilities /h3ulliManage work schedules, follow-the-sun support model, and resource allocation /liliCoordinate with regional service desk supervisors and team Tech leads /liliConduct performance reviews and provide coaching across different time zones and cultures /liliRecruit, onboard,



and train service desk staff in various countries /liliEnsure efficient resolution of Level 1 and Level 2 support requests globally /liliCoordinate escalations across regional technical teams /liliUtilize and optimize enterprise ITSM ticketing systems for global operations /liliTroubleshoot complex escalated issues affecting multiple locations /liliOversee Office 365/Microsoft 365 support for global tenants /liliGenerate and analyze service desk metrics across all 41 locations /liliTrack regional and global ticket volumes, resolution times, and satisfaction scores /liliIdentify location-specific trends and recurring issues to bring improvements /liliPresent consolidated global performance data to IT leadership /liliBenchmark performance across different regions /liliImplement continuous improvement initiatives worldwide /liliMonitor service quality and consistency across all sites /liliAnalyze global peak times and adjust staffing accordingly /liliParticipate in global IT strategic planning and transformation projects /liliLeverage current AI/Automation solutions where feasible and identify any additional automation opportunities. /li /ulh3Education Experience /h3ulliDegree in Computer Science, Information Technology, or related field (or equivalent experience) /lili7+ years of IT support experience /lili3+ years in a service desk leadership or management role /liliExperience managing global or multi-site support operations /liliProven track record supporting international, geographically distributed user base /liliExperience managing Active Directory in enterprise global environments /li /ulh3Technical Skills /h3ulliExperience with ITSM and ITIL framework. /liliGlobal ITSM Tools:Advanced experience with ServiceNow,



Jira Service Management, or similar enterprise platforms /li /ulh3WHAT WE OFFER /h3pWe are committed to supporting your development, advancing your career, and providing benefits that matter to you. /ppOur industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. /ph3Our general benefits also include /h3ulliSupport for professional accreditations such as ACCA and study leave /liliFlexible arrangements, generous holidays, plus an additional day off for your birthday! /liliContinuous mentoring along your career progression /liliActive sports, events and social committees across our offices /lili24/7 support available from our Employee Assistance Program /liliThe opportunity to invest in our growth and success through our Employee Share Plan /li /ulh3Equity in every sense of the word /h3pWe are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. /ppWe celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work. /ppWe are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. /p /p #J-18808-Ljbffr

📌 Service Desk Manager (Madrid)
🏢 Alter Domus
📍 Madrid