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 Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. achieve this by growing our recurring revenue through innovative software and services that drive adoption, 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. Growth, Agility, Innovation, Responsibility com/graitec-a-global-player IT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: Transformation, Data & AI, Information Security, and IT Operations & Platforms. 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 The team covers EMEA and North America and is shaped around the business domains it serves. The Manager, IT Service Desk leads Graitec's general IT support: the service every colleague relies on to get their The role owns the service desk end to end: the team, the tools, The priority is to turn a reactive, ticket-driven service into a customer-focused one that fixes things first time, 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 This is a hands-on leadership role, leading IT support specialists across both regions. how colleagues rate the service, not by the number of tickets closed. A modern ITSM tool live, with service levels published and met in both regions and the backlog cleared A high and growing share of requests resolved without an agent, through self-service, automation or an AI assistant in Teams One global team working to shared standards, with clear coverage across time zones and no single points of failure 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 Automate common requests and fixes end to end, such as password resets,



software installs, access approvals and device set-up, using the ITSM tool, Power Automate and Intune Introduce an AI assistant in Teams as the front door for IT support, measuring the effect on demand and resolution timeMonitor device and application health to find and fix issues before colleagues notice, with scripted remediation and early communication Standardise devices across countries, with zero-touch set-up through Autopilot and access granted and removed automatically from HR data and role Keep hardware and software asset records accurate through the full lifecycle, supporting licence optimisation and audit evidence Lead, coach and develop a distributed team of IT support specialists across Europe and North America Manage support suppliers and remote support tools to service levels and cost Build security into daily service, from identity checks and access requests to device compliance, with Information Security Provide the service desk evidence needed for SOC 2, ISO 27001 and Cyber Essentials Plus, such as access, change and asset records 5+ years in IT support or service management, including 2+ years leading a service desk team, ideally across countries and time zones Strong ITIL-based practice, applied pragmatically, with ITIL (v3 or V4) Foundation as a minimum Has implemented or migrated an ITSM tool, such as Halo, Freshservice or Jira Service Management, including workflows, catalogue and reporting A customer service mindset: clear, empathetic communication and a track record of raising satisfaction Hands-on knowledge of the Microsoft workplace: Microsoft 365, Entra ID, Intune and Autopilot, on Windows Has raised first-time fix and self-service

📌 Service Help Desk Coordinator (España)
🏢 Graitec
📍 España