Global Service Desk and Technological Transformation Lead

This role is fundamental to technological transformation and standardization at the Agrolimen group. The ideal candidate will lead the Global Service Desk, unifying support processes for multiple companies. Their mission will be to ensure operational excellence and customer satisfaction worldwide, implementing a single, efficient service model. Mission

• Lead the Service Desk transformation: Drive the evolution from a fragmented support model to a unified, global Service Desk, establishing standardized processes and tools.
• Drive technological standardization: Lead initiatives to consolidate support tools and processes, resolving complexities of working with different Jira instances and non-standardized systems to generate consolidated, strategic reporting for management.
• Excellence in service management: Ensure the Service Desk team resolves incidents and requests with maximum efficiency, exceeding SLAs and maintaining high user satisfaction across all markets.

Key Functions

• Global Service Desk Management: Act as the primary point of contact for all service inquiries and requests, overseeing incident management and problem resolution at a global level.
• Unification and Reporting: Consolidate data from multiple ITSM tools to generate unified, high-value performance reports for management.
• Standardization Project Management: Lead strategic projects for the implementation of a common technological model for support, selecting and implementing tools that enable more effective management.
• Team Development: Foster a culture of continuous improvement and high performance, training the team to handle the complexity inherent in a diverse environment.

• Experience in Complex Environments: Demonstrate experience managing IT services in multinational corporations with complex technological architectures.
• Knowledge of Technological Tools: Solid experience in the use and management of the Atlassian suite (Jira Service Management, Jira Software, Confluence), as well as the Microsoft environment (Microsoft 365, PowerBI, etc.).
• ITSM Strategy: Deep knowledge of ITSM tool management and consolidation. Experience in unifying ticketing systems and process automation will be highly valued.
• Leadership and Transformation: Ability to lead change management and transform a support team that handles multiple platforms and processes.
• Analytical Thinking: Ability to analyze complex performance data and convert it into strategic information for decision-making.
• Results-Oriented: Pragmatic approach to problem-solving and a proven track record of achieving results in challenging environments.