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Service Desk Manager

Randstad España·Reus, Spain

What they offer

  • Permanent contract

    Full-time hours.

What they ask for

  • Have the right to work in Spain

    Randstad España doesn't mention sponsorship in the ad.

  • Speak native-level Spanish

    Listed as a requirement in the ad.

  • Work on-site in Reus

    No relocation package mentioned.

  • Have 3+ years of experience

    Senior-level role.

Pulled from the advert automatically — the full ad is what counts.

Added 27 days ago
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About the role

Do you have experience as a Service Desk Manager and are you ready to take the leap into a co-leadership role in a dynamic corporate environment?

We are looking for a Service Desk Manager for our client, a leading hotel chain, to join their team on-site at their headquarters.

We are seeking a professional to work in collaboration with the IT Director (CIO) / Infrastructure & Operations Manager in the role of Service Desk Manager. Your main mission will be to ensure a consistent, agile, and high-quality support experience for all group users (corporate and hotel employees), leading the global support center and coordinating regional and specialized support levels to ensure operational continuity.

What you'll do

  • Oversee the daily operations of the global Service Desk, ensuring the proper reception, classification, and management of all incidents and requests.
  • Define and maintain incident, request, and change management processes (ITSM) in accordance with best practices (ITIL).
  • Manage the ticketing tool and ensure its proper configuration, categorization, and data utilization.
  • Coordinate shifts and on-call coverage for the team to ensure availability according to hotel operations (24/7 for critical functions).
  • Define Service Level Agreements (SLAs) by incident type and criticality, in coordination with Infrastructure, Applications, Networks, and Cybersecurity teams.
  • Monitor SLA compliance and manage deviations with the responsible teams.
  • Prepare periodic service management reports (volume, resolution times, satisfaction) for the IT Director.
  • Renegotiate and adjust SLAs based on business evolution (openings, renovations, new systems).
  • Oversee the proper escalation of incidents from Level 1 (Service Desk Technicians) to Level 2 (Regional Support) and Level 3 (Specialist Engineers).
  • Coordinate with Regional Support for incidents requiring on-site intervention at hotels (equipment, openings, renovations).
  • Provide special follow-up on critical incidents or those impacting hotel operations (PMS, POS, connectivity).
  • Act as the final escalation point for high-impact incidents not resolved within agreed timeframes.
  • Analyze the root causes of recurring incidents and propose improvement or prevention plans.
  • Drive the automation of repetitive Service Desk tasks (self-service, chatbots, access management).
  • Design and maintain the knowledge base (KB) to speed up Level 1 resolution and enable user self-service.
  • Continuously measure and improve end-user satisfaction through surveys and NPS/CSAT tracking.
  • Lead, motivate, and develop the team of Service Desk Technicians (Level 1).
  • Define technical and customer service training plans for the support team.
  • Establish quality standards for customer service and monitor individual and team performance.
  • Manage team coverage during peak demand periods (high season, openings, major incidents).

Requirements

  • Education: Degree in Computer Science, Telecommunications Engineering, or similar; a higher-level training cycle in systems or equivalent experience is also valued. ITIL Foundation certification is a plus.

Experience: Minimum 3-4 years of experience in Service Desk or IT support management, with at least 1-2 years leading teams. Experience in multi-site or multi-country environments is highly valued. Experience in the hotel or tourism sector is a plus.

  • Technical skills: Knowledge of ITSM/ITIL methodologies (incident, problem, change, request management). Proficiency with ticketing tools (ServiceNow, Jira Service Management, or others). General understanding of systems, networks, and corporate applications to properly prioritize and escalate. Knowledge of automation and self-service tools is a plus.
  • Languages: Spanish: native or bilingual. English: intermediate level (B1/B2), useful for coordinating with international teams and vendors.

Benefits and conditions

  • Stability: Permanent contract, full-time position.
  • Work-life balance schedule: Monday to Thursday from 8:30 AM to 2:00 PM and 3:00 PM to 6:00 PM, and Friday from 8:30 AM to 2:30 PM.
  • Work model: On-site at the corporate office.
  • Availability for shifts and on-call duties to ensure service coverage according to hotel operations.
  • Occasional travel to hotels may be required.

You'll most likely need Spanish to apply.This job was automatically translated to English, .

About the company

Randstad España

Randstad España

Staffing

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International company

Randstad España is a staffing agency.They recruit for client companies, so the employer you would work for is not named on this ad.

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