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Senior Service Desk Level 1 Supervisor / IT Operations

Accenture
Accenture
Sevilla, SpainOn-siteCompetitiveAdded 13 days agoSenior · 3-4 yearsPermanentRemote: Hybrid🇪🇸Spanish: Fluent
Hybrid🇬🇧 English Required🇪🇸 Translated from SpanishLocation negotiable

This job was originally posted in Spanish and automatically translated to English.

Job Description

Accenture, recognized as a Great Place To Work®, is a leading global professional services company that helps the world's leading businesses, public administrations, and other organizations develop their digital core, optimize their operations, accelerate revenue growth, and improve services for citizens, creating tangible value at speed and scale.
The position is based in Seville in a hybrid work model, working some days from home and others in the office where you can create interesting synergies with the rest of your team.
It is essential to reside in Spain and have a work permit in Spain.
THE WORK
You will have the opportunity to contribute actively and independently while becoming a subject matter expert. You will participate in key conversations and collaborate to provide effective solutions to operational challenges within the Service Desk environment. This role focuses on the supervision of level 1 operations, ensuring stability, service quality, and continuous improvement in IT infrastructure environments.
Functions:
  • Supervise the management of incidents and outages using ITSM tools (ServiceNow, Remedy, or similar), ensuring compliance with SLAs and resolution times.
  • Monitor IT systems and services using observability tools (Dynatrace, Splunk, Nagios, or others), analyzing trends to prevent recurring incidents.
  • Validate, control, and facilitate the implementation of changes in production environments according to Change Management processes.
  • Operate IT production services following defined procedures, operational protocols, and ITIL standards.
Responsibilities:
  • Lead the operational supervision of a Service Desk Level 1 team, ensuring correct ticket management, categorization, and escalation.
  • Manage the full incident lifecycle, including identification, analysis, resolution, and documentation in ITSM tools.
  • Coordinate communication with level 2/3 technical teams and stakeholders during critical incidents.
  • Implement continuous improvements in operational processes, reducing resolution times and improving the end-user experience.
  • Ensure compliance with security, availability, and service continuity policies.
Qualifications
Essential Requirements:
  • Between 3 and 4.5 years of professional experience in IT operations or Service Desk.
  • 3 years of experience in IT Infrastructure Operations (monitoring, support, or systems management).
  • 2 years of experience in incident management using ITSM tools (ServiceNow, Remedy, or equivalents).
  • English and Spanish level required for a professional environment.
  • University degree or vocational training (FP) in Computer Engineering, Systems, Telecommunications, or related fields.
Desirable Requirements:
  • Minimum 2 years of experience in Issue Management within IT environments.
  • Minimum 1-2 years of experience in structured problem resolution in IT operations environments.
  • Minimum 1-2 years of experience in operational data analysis or performance metrics.
  • Minimum 1 year of experience in collaborative environments with global or multicultural technical teams.
  • Additional experience in communication skills and adaptability in dynamic environments (no quantification available).
At Accenture, a company recognized as a Great Place To Work®, we believe in a hybrid work model that, thanks to technology and our facilities, allows us to maintain the essential human connection to work with our teams and clients. A connection that allows us to maintain our culture of inclusion and diversity and be, according to Refinitiv, the most diverse company in the world.

Additionally, we offer other benefits such as:
  • Medical, Life, and accident insurance
  • Medical service and wellness programs
  • Flexible remuneration program and stock purchase
  • Flexibility programs (hours, days off, vacations...)
  • Individualized training itinerary
  • Sustainability programs and Accenture Foundation
  • Employee diversity network
  • Other benefits: Bankinter Office with special conditions and profit sharing

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against for their differences. All employment decisions will be made regardless of age, race, creed, color, religion, sex, national origin, ancestry, disability, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship, or any other criteria protected by applicable law. Our rich diversity makes us more innovative, competitive, and creative, which helps us better serve our clients and communities.

View original advert (Spanish)
Accenture, reconocida como Great Place To Work®, una compañía líder mundial en servicios profesionales que ayuda a las principales empresas, administraciones públicas y otras organizaciones del mundo a desarrollar su core digital, optimizar sus operaciones, acelerar el crecimiento de sus ingresos y mejorar los servicios para los ciudadanos, creando valor tangible a velocidad y escala.
El puesto se desempeña en Sevilla en un modelo de trabajo híbrido realizando algunos días desde tu casa y otros en la oficina donde podrás crear interesantes sinergias con el resto de tu equipo.
Es imprescindible residir en España y tener permiso laboral en España.
THE WORK
Tendrás la oportunidad de contribuir de forma activa e independiente mientras te conviertes en un experto en la materia. Participarás en conversaciones clave y colaborarás para aportar soluciones efectivas a retos operativos dentro del entorno de Service Desk. Este rol se enfoca en la supervisión de operaciones de nivel 1, garantizando la estabilidad, calidad del servicio y mejora continua en entornos de infraestructura IT.
Funciones:
  • Supervisar la gestión de incidencias y outages mediante herramientas ITSM (ServiceNow, Remedy o similares), asegurando el cumplimiento de SLAs y tiempos de resolución.
  • Monitorizar sistemas y servicios IT utilizando herramientas de observabilidad (Dynatrace, Splunk, Nagios u otras), analizando tendencias para prevenir incidentes recurrentes.
  • Validar, controlar y facilitar la implementación de cambios en entornos productivos conforme a procesos de Change Management.
  • Operar servicios de producción IT siguiendo procedimientos definidos, protocolos operativos y estándares ITIL.
Responsabilidades:
  • Liderar la supervisión operativa de un equipo de Service Desk Level 1, asegurando la correcta gestión de tickets, categorización y escalado.
  • Gestionar el ciclo completo de incidentes, incluyendo identificación, análisis, resolución y documentación en herramientas ITSM.
  • Coordinar la comunicación con equipos técnicos de nivel 2/3 y stakeholders durante incidencias críticas.
  • Implementar mejoras continuas en procesos de operación, reduciendo tiempos de resolución y mejorando la experiencia de usuario final.
  • Asegurar el cumplimiento de políticas de seguridad, disponibilidad y continuidad del servicio.
Cualificaciones
Requisitos imprescindibles:
  • Entre 3 y 4,5 años de experiencia profesional en operaciones IT o Service Desk.
  • 3 años de experiencia en IT Infrastructure Operations (monitorización, soporte o gestión de sistemas).
  • 2 años de experiencia en gestión de incidencias utilizando herramientas ITSM (ServiceNow, Remedy o equivalentes).
  • Nivel de inglés y español requerido para entorno profesional.
  • Grado universitario o FP en Ingeniería Informática, Sistemas, Telecomunicaciones o áreas afines.
Requisitos valorables:
  • Mínimo 2 años de experiencia en Issue Management dentro de entornos IT.
  • Mínimo 1-2 años de experiencia en resolución estructurada de problemas en entornos de operaciones IT.
  • Mínimo 1-2 años de experiencia en análisis de datos operativos o métricas de rendimiento.
  • Mínimo 1 año de experiencia en entornos colaborativos con equipos técnicos globales o multiculturales.
  • Experiencia adicional en habilidades de comunicación y adaptabilidad en entornos dinámicos (sin cuantificación disponible).
En Accenture, compañía reconocida como Great Place To Work®, apostamos por un modelo híbrido de trabajo que, gracias a la tecnología y a nuestras instalaciones, nos permiten mantener la conexión humana esencial para trabajar con nuestros equipos y clientes. Una conexión que nos permite mantener nuestra cultura de inclusión y diversidad y ser, según Refinitiv, la empresa más diversa del mundo.

Además, te ofrecemos otros beneficios como:
  • Seguro médico, de Vida y accidentes
  • Servicio médico y programas de bienestar
  • Programa de retribución flexible y compra de acciones
  • Programas de flexibilidad (horaria, de días libres, vacaciones...)
  • Itinerario formativo individualizado
  • Programas de sostenibilidad y Fundación Accenture
  • Red de empleados por la diversidad
  • Otros beneficios: Oficina Bankinter con condiciones especiales y reparto de beneficios

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Declaración de igualdad de oportunidades en el empleo

Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.

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