Las Rozas de Madrid
Ethypharm is a specialty pharmaceutical company with prominent products in targeted Central Nervous System (CNS) indications, notably severe pain, and opioid dependency, as well as a wide range of high-quality injectable medicines for hospitals and emergency situations. Our Spanish commercial affiliate is based in Madrid with two manufacturing sites located in Bernedo and Casarrubios, which offer a wide range of injectable forms, including flexible plastic bags, liquid vials, lyophilized vials and ampoules. Within the IT department, we are recruiting a new IT Manager. The IT Manager is responsible for managing and optimizing support services provided to users. He supervises a team of Level 2 support technicians and ensures that user requests are handled efficiently and within established timeframes. This role is also the primary interface in Spain between the business and group IT The primary duties of this role are: Team Leadership & Supervision • Manage and lead a team of Spain L2 help desk technicians, • Provide training, mentoring, and performance evaluations to ensure high team productivity and improve technical and interpersonal skills., • Foster a positive work environment and encourage professional development., • Implement best practices to enhance operational efficiency., • Manage relationships with others L2 teams (FR, UK) and with Group L3 support teams, • Manage relationships with external vendors and partners, • Analyze trends in support requests and propose improvements, • Participate in project management related to IT infrastructure and service enhancements, • Oversee the daily operations of the help desk to ensure service requests and incidents are handled efficiently., • Queue management - prioritisation and direction of IT resources to ensure effective and efficient resource utilisation, • Develop and implement service-level agreements (SLAs) and key performance indicators (KPIs) as required to evaluate service effectiveness., • Ensure ServiceNow is up to date, for the incidents part but also for CMDB., • Proactively develop, enhance and improve the services provided for the business, • Develop and refine help desk policies, procedures, and workflows., • Maintain documentation of processes and troubleshooting steps., • Ensure prompt response and resolution of technical issues to minimize downtime., • Communicate effectively with end-users to ensure satisfaction and gather feedback for continuous improvement., • Lead contact for all Spain IT related issues serving as a bridge between all senior stakeholders in Spain and group ensuring that feedback and insights are shared effectively across the Spain IT teams and action plans created for swift resolution of all IT related issues., • Responsible for planning, executing, and delivering specific Spain technology projects within defined scope, timelines, and budgets. Educational Level • Previous experience in a team management within a Helpdesk or technical support environment, • Track record in improving service delivery levels Project Management Skills & Personal Qualities Skills • Excellent communication and interpersonal skills and ability to prioritise, • Strong technical knowledge in IT and information systems, • Proficiency in ticketing tools and service management software, • Ability to work under pressure, • Ability to understand business needs in a production site, • Strong customer focus with a can-do attitude