Job Opportunity: IT Service Desk Lead
Join an innovative, leading Swiss-based chemical specialty company.
Responsibilities:
* Lead and optimize global IT Service Desk operations.
* Take accountability for delivering complex global IT services, including consulting, projects, and maintenance.
* Evaluate and improve the service/product roadmap strategically.
* Act as the primary escalation point, ensuring high-quality, customer-focused support.
* Coordinate with internal IT teams and vendors to resolve issues and improve service delivery.
* Conduct macro-level incident analysis to identify trends and opportunities for improvement.
* Develop and maintain effective relationships with stakeholders, including regional and country IT leaders.
* Manage vendors to ensure continuous improvements and service quality.
* Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
* Ensure all teams operate according to global guidelines.
* Support the resolution of major incidents with effective communication and timely solutions.
* Align Service Desk operations with business and IT strategies.
* Drive initiatives to enhance service quality and end-user experience.
* Stay current with industry best practices and emerging technologies in IT service management.
Benefits:
* Permanent employment contract.
* Great work environment in Sant Joan Despi with a flexible work-from-home policy (2 days office / 3 days home).
* Opportunity to join a global team of tech-savvy professionals.
* Open, collaborative culture committed to your professional development.
* High-quality equipment and technologies.
* Budget for training and certifications.
* Comprehensive benefits package.
* Transparent salary, rewards, and recognition policies.
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