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Within the IT Operations area of Axa Partners Europe, the ServiceDesk Manager is responsible for overseeing the helpdesk support team to provide excellent and exemplary technical support to the organization.

The ServiceDesk Manager will be accountable for the Workplace and End-User Services infrastructures’ operations and ensures they run with expected levels of performance, security, and quality according to business needs and objectives.

DIMENSIONS OF ROLE

AXA Partners aims at becoming AXA Group preferred networks & service company and a powerhouse for partnerships development as a founding entity of AXA Partners. A key enabler for this business transformation will be the Service Desk Manager in charge of delivering and maintaining IT Workplace and End-User services for all entities within the region.

As part of the IT Operations Team, the ServiceDesk Manager owns a portfolio of IT Solutions and end-user services that support business operations. He / She leads the helpdesk technical team to provide effective customer technical support services.





In partnership with business units, IT team, operations, HR, security, BCM and ITSCM areas, the role holder ensure delivery expectations are met (on time, on cost, on scope, on quality) and workplace solutions are aligned against defined technical architectures, best practices, group standards and security guidelines.

He / She will monitor the service operation with the outsourcing partners, providers, and IT helpdesk team to ensure that workplace services meet business needs.

Key metrics of the job:
- Estimated number of users to support: 1.300, including VIP at C-Level
- Estimated number of IT Solutions and services to manage: 10 to 20
- Estimated budget under responsibility: between 200K€ to 400K€ (BAU + projects)
- Workplace and End-User services landscape:
- Hardware (laptops, desktops, peripherals, mobile devices)
- Fixed (Avaya) and Mobile Telephony (iOS & Android)
- Windows Ecosystem (Windows Client & Act

📌 IT Service Desk Manager (Barcelona)
🏢 Axa Partners
📍 Barcelona