IT Service Desk Senior Manager

Job Description

The primary role of the IT Service Desk Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk). Responsible for overall end to end ticket lifecycle definition, tracking, monitoring and reporting.

Roles/Responsibilities

• Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider)
• Support and improvement L0 daily functions:
  • Timely review and assessments of tickets
  • Resolution and closure of tickets that qualify for L0 resolution
  • Assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed
  • Ensure tickets are not closed without resolution, wrongly upgraded/downgraded, left unassigned, etc
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point and participate in escalation calls as needed.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Ensure correct setup/configuration/integration of ServiceNow. Participate on ServiceNow releases and upgrades, including testing and change governance of the platform configuration
• Manage and define proper ServiceNow templates for easier reporting of issues and/or service request
• Responsible for overall end to end ticket lifecycle definition, tracking and monitoring
• Translate lessons learnt into continual service improvement
• Oversee the full range of customer service functions, including reviewing customer service satisfaction
• Investigate which processes can be automated and the ways to automate them
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Provide data and reporting of KPI’s and trends to IT department and others daily/weekly/monthly, and as needed.
• Drive Ticket Deep Dive and develop strategies for improvement.
• Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff.
• Develop Service and Operational Level Agreements to set expectations and measure performance.
• Advise management on situations that may require additional client support or escalation.
• Manage the process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
• Review survey feedback to improve services, tools and support experience. Develop an effective and workable framework for managing and improving customer IT support in the organization.
• Own the Virtual Agent and evaluate and deploy AI capabilities (e.g. ServiceNow Now Assist) to improve self-service and deflection

General: Ensure a high degree of collaboration and good team spirit is achieved across all stakeholders. Must be able to interact at Director, Senior Director and VP levels.

IT Service Desk Manager has:

• Ability to connect the dots through a Stakeholder’s eyes with a keen ability to sift through the clutter of data to articulate the business strategy and the alignment of prioritized IT initiatives to achieve it faster, more efficiently, and with a measurable outcome.
• Strong consulting, facilitation, and negotiation experience, preferably with internal and external customers.
• Succinct executive-level verbal and written business communication in non-IT lingo.
• Analytical skills to measure and drive key business decisions on process & systems to enable the overall company success
• Sound knowledge of ITIL and Service Management principles
• Ability to lead and steer go back to green plans for off track metrics
• Excellent attention to details, accuracy and analytical mindset
• Ability to deliver through matrix organizations
• Solid & extensive vendor management skills
• Strong management skills
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
• Knowledge and experience in service desk tools such as Service Desk, Jira, ServiceNow, etc.

Job requirements and qualifications:

Functional experience:

At least 10 years of multi-disciplined IT experience including:

• Proven experience in IT Service Delivery Management 
• Experience in managing and delivering complex cross-functional teams
• Experience in large, sophisticated IT organizations with high volume/high transaction environments.
• Regional/Global management experience and teaming experience including line management.
• Experience working in a fast-paced environment with a strong ability to show initiative
• Advanced user level experience with MS Office (Excel, PowerPoint, PowerApps, Power Automate, etc)

• Experience in implementation of best practices frameworks such as ITIL, ISO20k for the delivery of IT services

• Experience of administration / ownership of service desk tools and technology, preferably ServiceNow
• Experience in hospitality and SAP projects is a plus.

Other Desirable Skills & Experience

• Experience with ServiceNow integrations and AI features (Virtual Agent, Now Assist)
• Experience creating interactive dashboards and management reporting in Microsoft Power BI. 
• Automation and AI savvy, with practical experience using tools such as Microsoft Copilot, Claude, and ChatGPT to improve service operations and productivity. 
• Working knowledge of Python scripting for data analysis, task automation, reporting, or service management use cases. 
• Experience building low-code solutions and workflows using Microsoft Power Apps and Power Automate. 

Soft skills:

• Making customers more successful: Customer-oriented mind-set, capable of maintaining relationships & build trust at director level & above across multiple stakeholders, goal-oriented individual.
• Shaping direction: strategic oriented individual, capable of envisioning, developing, aligning and communicating the processes and tools to execute successful projects and initiatives
• Performance: High-performance individual, who takes responsibilities & deliver towards them, by coordinating effort and aligning resources to achieve objectives.
• Communication: Clear communication view, able to adapt it to the audience (technical, manager, executive), internal or external), in a variety of format presentation settings: one to one, small and large groups, with peers etc.
• Change management: Able to act as a change agent, initiating, sponsoring, enabling and driving transformative changes of strategic significance. Help drive the deployment and adoption of the industry best practices across the organization.
• Stakeholder Management: Foster good working relationship with different stakeholders internal and external from different levels in the organization.

Minimum education:

• University Degree in Computer Science, Information Systems, Business Administration, or related field.
• A recognized service management certification is preferred (i.e. ITIL)

Minimum experience:

+10 years in IT

+5 years in Global / Area / Regional IT Management role

+5 years relevant experience working in capacity of an IT Service Delivery Manager / Lead

+2 years’ experience on IT vendor management

Language skills:

• Fluent English is a must; a second language is a plus.

Location:

• Madrid

Qualifications

Additional Information

Why Join Radisson Hotel Group?

Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life.

Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development—helping you reach your full potential.

Experience the Team Spirit - Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives.

Lead with Your Ambition - Your ideas, passion and drive matter! We empower you to make a difference—in hospitality, your community and beyond.

Enjoy Global & Local Perks - No matter where you’re located, you’ll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you’ll have access to local perks and rewards tailored to your country, making your experience even more rewarding!

Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide
Guaranteed minimum of 30% off for your Friends & Family
Exclusive Discounts on Breakfast, Food & Beverage, Spa and more

Join us in shaping the future of hospitality! If you’re ready to bring your talent, energy, and passion, we’d love to hear from you.

Apply now and let’s make every moment matter.

We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.
 

The description of functions is merely indicative and not exhaustive. Accordingly, the employee shall perform any other duties inherent to the labour position and their professional group, in accordance with the company's directives.