Service Desk Manager

Service Desk Manager

Barcelona, ES
Salary: €Competitive

The Role

The Service Desk Manager will be responsible for responding to incidents in accordance with client SLA’s across the global platform.


  • Day-to-day operational management of the service desk, allocating and managing the successful completion of incident tickets
  • Manage critical client incidents and act as a point of escalation for the team
  • Analysis of ticket management to identify trends and offer solutions to reduce the number of recurring tickets
  • Oversee the management and development of monitoring platforms to deliver a proactive approach to service delivery
  • Resource management - monitoring internal resources availability within the team and allocating time as and where necessary
  • Work with the greater PM team to assist with ad-hoc projects
  • Identify and analyse service delivery issues, and work with team leads to eliminate bottlenecks and improve/streamline processes

Experience Required

  • Previous service desk management experience
  • Organised and methodical
  • Ability to understand the nature of supporting multiple customers in accordance with varying SLAs
  • Experience with a ‘ticketing’ system - ideally HPSM/ Jira or Freshdesk
  • Knowledge of the Google Marketing Platform suite would be advantageous
  • Staff management experience is desirable
  • MS Office / G-Suite skills are essential
  • Ability to communicate with end-users and senior stakeholders
  • Fluent in Spanish/English (written and verbal)
  • Knowledge of the French language would be an advantage

Skill Requirements

  • High degree of computer literacy
  • Ability to multitask against competing priorities, in a fast-paced, responsive, working environment
  • Ability to perform under pressure

Key Attributes

  • Excellent attention to detail
  • Numerate and articulate
  • Maintains a diplomatic and professional approach to work in all circumstances
  • Accountable and responsive ; able to deliver outcomes effectively
  • Displays a consistent level of evident enthusiasm 
  • Flexible, versatile and copes well under pressure
  • Has high personal standards and promotes them in others 
  • A valued team member, who upholds Jellyfish's values and professional integrity at all times
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