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The 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.
Manage work schedules, follow-the-sun support model, and resource allocation
Coordinate with regional service desk supervisors and team Tech leads




Conduct performance reviews and provide coaching across different time zones and cultures
Recruit, onboard, and train service desk staff in various countries
Ensure efficient resolution of Level 1 and Level 2 support requests globally
Utilize and optimize enterprise ITSM ticketing systems for general operations
Oversee Office 365/Microsoft 365 support for global tenants
Generate and analyze service desk metrics across all 41 locations
Track regional and global ticket volumes, resolution times, and satisfaction scores
Present consolidated global performance data to IT leadership
Benchmark performance across different regions
Monitor service quality and consistency across all sites
Analyze global peak times and adjust staffing accordingly
Participate in global IT strategic planning and transformation projects
Degree in Computer Science, Information Technology, or related field (or equivalent exp

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