Global It Service Desk Manager
hace 11 horas
Ripollet
About Graitec GroupGraitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing softwarethat helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovationand 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. Weachieve 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 globalAutodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software andservices to drive performance and sustainability across the industry.At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, andchallenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and makingan impact together.How we work: Growth, Agility, Innovation, ResponsibilityHow we behave: Ambition, Engagement, One Graitec, Positive EnergyLearn more about the Graitec Group: graitec-group.Com/graitec-a-global-playerAbout the Team HiringIT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: BusinessTransformation, Data & AI, Information Security, and IT Operations & Platforms. Together we own the deliverycapability 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 workingtowards the same goals and outcomes.IT Operations & Platforms touches the whole company every day: business platforms, cloud and infrastructure, thedigital 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 andidentity. The team covers EMEA and North America and is shaped around the business domains it serves.OverviewBusiness Purpose & Value ContributionThe Manager, IT Service Desk leads Graitec's global IT support: the service every colleague relies on to get theirwork 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 andautomation 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 byhow colleagues rate the service, not by the number of tickets closed.Key Outcomes ExpectedWhat success looks like in the first 12 monthsA modern ITSM tool live, with service levels published and met in both regions and the backlog clearedHigh levels of first-time fix, measured and rising, with every escalation reviewed so more is resolved at first contactColleague satisfaction measured on every ticket and trending towards the 95% CSAT target, with feedback acted on and reported monthlyA high and growing share of requests resolved without an agent, through self-service, automation or an AI assistant in TeamsCommon device and application issues detected and fixed automatically, before colleagues raise a ticketJoiners, movers and leavers handled to an agreed SLA with HR and the Work Experience Partners, with new colleagues productive from day oneOne global team working to shared standards, with clear coverage across time zones and no single points of failureResponsibilitiesService ExperienceLead the global service desk with a customer service mindset: responsive, clear and judged by the colleague's experiencePublish and manage service levels and a service catalogue, and act on performance, satisfaction and feedback dataOwn communication to colleagues during major incidents, keeping people informed until service is restoredITSM & ITIL PracticeLead the selection, implementation and adoption of a modern ITSM tool, migrating from CRM-based ticketingImplement ITIL practices in proportion to Graitec's size: incident, request, problem, change, knowledge and asset managementDesign categories, workflows, approvals and reporting so the data shows where demand comes from and how to reduce itAutomation & Proactive ServiceMake first-time fix the norm, giving the first line the knowledge, access and tools to resolve issues at first contact, and reviewing every escalationAutomate 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 IntuneIntroduce 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 communicationAnalyse the top ticket drivers and remove their root causes with the platform and infrastructure teamsJoiners, Movers, Leavers & AssetsRun the joiner, mover and leaver process with HR and the Work Experience Partners, from device readiness to access removalStandardise devices across countries, with zero-touch set-up through Autopilot and access granted and removed automatically from HR data and roleKeep hardware and software asset records accurate through the full lifecycle, supporting licence optimisation and audit evidenceTeam LeadershipLead, coach and develop a distributed team of IT support specialists across Europe and North AmericaPlan coverage across time zones and offices, with clear escalation to second and third line teams and suppliersManage support suppliers and remote support tools to service levels and costSecurity & ComplianceBuild security into daily service, from identity checks and access requests to device compliance, with Information SecurityProvide the service desk evidence needed for SOC 2, ISO 27001 and Cyber Essentials Plus, such as access, change and asset recordsResponsibilitiesSkills & Experience5+ years in IT support or service management, including 2+ years leading a service desk team, ideally across countries and time zonesStrong ITIL-based practice, applied pragmatically, with ITIL (v3 or V4) Foundation as a minimumHas implemented or migrated an ITSM tool, such as Halo, Freshservice or Jira Service Management, including workflows, catalogue and reportingA customer service mindset: clear, empathetic communication and a track record of raising satisfactionHands-on knowledge of the Microsoft workplace: Microsoft 365, Entra ID, Intune and Autopilot, on WindowsHas raised first-time fix and self-service rates, running the service on data: service levels, backlog, satisfaction and trendsHands-on automation: PowerShell, Power Automate or ITSM workflows, Intune scripts and remediations, and AI-assisted supporTExperience of joiner, mover and leaver processes and IT asset managementCalm under pressure, organised, and able to lead a remote team to consistent standardsAlso valuedITIL 4 Managing Professional or Practitioner modulesHDI Support Center Manager or KCS certificationMicrosoft 365 Endpoint Administrator (MD-102) certificationDigital employee experience tools, such as Intune Endpoint Analytics or NexthinkExperience in a software, SaaS or professional services business, or a growing multi-country groupInterview ProcessAt Graitec, we're proud to foster a diverse and inclusive workplace.We value our employees for who they are and the contributions they bring, encouraging everyone to be theirauthentic selves at work. This diversity helps us better serve the wide range of customers and markets weoperate in. We welcome applications from all backgrounds and assess candidates solely on their skills and abilityto succeed in the role.Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, andhiring decisions are made solely by our Talent Acquisition team and hiring managers.HR Screening – An initial "get to know you" discussion.Hiring Manager Interview – Role-specific discussion with the manager.Peer / Stakeholder Interview – May include a presentation or collaborative exercise.Final Interview – Conversation with the Business Unit Leader.
Camareros
Ventas y Marketing
Chef y Cocinero
Venta Minorista
Estética y Belleza
Construcción y Obras
Comida Rápida
Almacén
Arte, Medios de Comunicación, Diseño
Ayudante de Cocina
Ciencia
Contabilidad y Finanzas
Cuidado de animales
Deportes y Bienestar
Educación
Entretenimiento
Eventos y Promociones
Gerencia
Industria y Producción
Ingenieria
Limpieza
Moda
Oficina y Administración
Salud y Servicios Sociales
Seguridad
Servicio al Cliente
Tecnología de la información
Transporte y Reparto
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