IT Service Desk Sr Manager

About the role

Radisson Hotel Group is hiring an IT Service Desk Sr Manager in Madrid. The role ensures the quality of Level 0 IT support (helpdesk) delivery, covering the end-to-end ticket lifecycle, definition, tracking, monitoring and reporting. It oversees the Level 0 helpdesk team, which is provided by a third-party provider.

Key responsibilities

• Oversee and manage the Level 0 helpdesk team and its daily functions, including timely ticket reviews, resolution and closure, and correct routing to L1, L2 or L3 escalation.
• Act as escalation point, take part in escalation calls, and develop phone and ticket escalation processes.
• Ensure ServiceNow is correctly configured and integrated, take part in releases and upgrades, and define templates for reporting.
• Define the ticket lifecycle, turn lessons learned into continuous improvement, and investigate and automate processes.
• Determine root causes of issues, report KPIs and trends, and run ticket deep dives to drive improvements.
• Oversee knowledge management, develop SLAs, advise management on escalations, and manage outages and vendor relationships.
• Review survey feedback and own the Virtual Agent, evaluating and deploying AI capabilities such as ServiceNow Now Assist.

Required profile

• At least 10 years of multi-disciplinary IT experience, including IT service delivery management and complex cross-functional teams.
• Experience in large, high-volume IT organizations and regional/global management roles.
• University degree in Computer Science, Information Systems, Business Administration or a related field.
• Fluent English is required; a second language is a plus.
• Preferred: recognized service management certification (e.g. ITIL).

Required skills

• Service desk tools such as ServiceNow, Jira and Service Desk.
• ITIL and ISO 20000 knowledge.
• Advanced MS Office (Excel, PowerPoint, PowerApps, Power Automate).
• Desirable: ServiceNow integrations and AI features, Power BI dashboards, Python scripting, and Power Apps/Power Automate workflows.

What we offer

• Up to 53% off stays at Radisson hotels worldwide for team members.
• Guaranteed minimum 30% off for friends and family.
• Discounts on breakfast, food and beverage, spa and more.