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.
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.
Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider)
Support and improvement L0 daily functions:
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
Manage and coordinate urgent and complicated support issues.
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
Oversee the full range of customer service functions, including reviewing customer service satisfaction
Provide data and reporting of KPI’s and trends to IT department and others daily/weekly/monthly, and as needed.
Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff.
Develop Service and Operational Level Agreements to set expectations and measure performance.
Advise management on situations that may require additional client support or escalation.
Manage vendor relationships as it depends on daily operational needs.
Review survey feedback to improve services, tools and support experience. Develop an effective and workable framework for manag

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