About Graitec Group Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years. Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers. Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry. At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together. How we work: Growth, Agility, Innovation, Responsibility How we behave: Ambition, Engagement, One Graitec, Positive Energy Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player About the Team Hiring IT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: Business Transformation, Data & AI, Information Security, and IT Operations & Platforms. Together we own the delivery capability behind how Graitec operates and we drive Graitec’s continued transformation. We work as fusion teams and as one with the wider organisation: technology and business colleagues working towards the same goals and outcomes. IT Operations & Platforms touches the whole company every day: business platforms,



cloud and infrastructure, the digital workplace, and end user computing and support. That spans Dynamics 365 Finance & Operations and CRM, the professional services stack, HR systems, customer and web platforms, the service desk, Azure, networking and identity. The team covers EMEA and North America and is shaped around the business domains it serves. Overview Business Purpose & Value Contribution The Manager, IT Service Desk leads Graitec's global IT support: the service every colleague relies on to get their work done, across Europe and North America. The role owns the service desk end to end: the team, the tools, the processes and, above all, the experience colleagues have when they ask for help. The priority is to turn a reactive, ticket-driven service into a customer-focused one that fixes things first time, automates the routine and finds problems before colleagues do. That means a modern ITSM tool in place of CRM
- based ticketing, ITIL practices sized for a mid-sized business, published service levels, and self-service and automation that resolve common requests before they reach the team. This is a hands-on leadership role, leading IT support specialists across both regions. Success is measured by how colleagues rate the service, not by the number of tickets closed. Key Outcomes Expected What success looks like in the first 12 months
· A modern ITSM tool live,



with service levels published and met in both regions and the backlog cleared
· High levels of first-time fix, measured and rising, with every escalation reviewed so more is resolved at first contact
· Colleague satisfaction measured on every ticket and trending towards the 95% CSAT target, with feedback acted on and reported monthly
· A high and growing share of requests resolved without an agent, through self-service, automation or an AI assistant in Teams
· Common device and application issues detected and fixed automatically, before colleagues raise a ticket
· Joiners, movers and leavers handled to an agreed SLA with HR and the Work Experience Partners, with new colleagues productive from day one
· One general team working to shared standards, with clear coverage across time zones and no single points of failure Responsibilities Service Experience
· Lead the global service desk with a customer service mindset: responsive, clear and judged by the colleague's experience
· Publish and manage service levels and a service catalogue, and act on performance, satisfaction and feedback data
· Own communication to colleagues during major incidents, keeping people informed until service is restored ITSM & ITIL Practice
· Lead the selection, implementation and adoption of a modern ITSM tool, migrating from CRM-based ticketing
· Implement ITIL practices in proportion to Graitec's size: incident, request, problem, change, knowledge and asset management
· Design categories, workflows, approvals and reporting so the data shows where demand comes from and how to reduce it Automation & Proactive Service
· Make first-time fix the norm, giving the first line the knowledge, access and tools to resolve issues at first contact, and review

📌 Manager, IT Service Desk (Barcelona)
🏢 Graitec
📍 Barcelona