Company Description

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can service ethos.
People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

The primary role of the IT Service Desk Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk). Responsible for overall end to end ticket lifecycle definition, tracking, monitoring and reporting.
Roles/Responsibilities
• Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider)
• Support and improvement L0 daily functions:• Timely review and assessments of tickets
• Resolution and closure of tickets that qualify for L0 resolution




• Assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed
• Ensure tickets are not closed without resolution, wrongly upgraded/downgraded, left unassigned, etc

• Manage and coordinate urgent and complicated support issues.
• Act as escalation point and participate in escalation calls as needed.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Ensure correct setup/configuration/integration of ServiceNow. Participate on ServiceNow releases and upgrades, including testing and change governance of the platform configuration
• Manage and define proper ServiceNow templates for easier reporting of issues and/or service request
• Responsible for overall end to end ticket lifecycle definition, tracking and monitoring
• Translate lessons learnt into continual service improvement
• Over

📌 IT Service Desk Sr Manager (Madrid)
🏢 Radisson Hotel Group
📍 Madrid