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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manageris responsible forleading - **Company:** Alter Domus Luxembourg S À R L - **Location:** Madrid, Spain - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, JIRA, IT Management, Microsoft Office, Information Technology, Servicenow - **Published:** July 13, 2026 - **Apply:** https://www.jobleads.com/es/job/e6667b0e00c93b0e97279f7604de9ed8e ## About the Role * Degree in Computer Science, Information Technology, or related field (or equivalent experience) * 7+ years of IT support experience * 3+ years in a service desk leadership or management role * Experience managing global or multi-site support operations * Proven track record supporting international, geographically distributed user base * Experience managing Active Directory in enterprise global environments Technical Skills * Experience with ITSM and ITIL framework. * Global ITSM Tools:Advanced experience with ServiceNow, Jira Service Management, or similar enterprise platforms ## Description The Service Desk Manageris responsible forleading and managing technical support toAlter Domususers. This role requires managing multi-site support operations, coordinating across time zones, and ensuring consistent, high-quality IT service delivery to a geographically diverse user base. The position combines global leadership, technicalexpertise, and international customer service management tomaintainexceptional service levels worldwide.You willbe reporting to the Head of Tech Service ManagementwithinTechOperations team., * Manage work schedules, follow-the-sun support model, and resource allocation * Coordinate with regional service desk supervisors and team Tech leads * Conduct performance reviews and provide coaching across different time zones and cultures * Recruit, onboard, and train service desk staff in various countries * Ensure efficient resolution of Level 1 and Level 2 support requests globally * Coordinate escalations across regional technical teams * Utilize and optimize enterprise ITSM ticketing systems for global operations * Troubleshoot complex escalated issues affecting multiple locations * Oversee Office 365/Microsoft 365 support for global tenants * Generate and analyze service desk metrics across all 41 locations * Track regional and global ticket volumes, resolution times, and satisfaction scores * Identify location-specific trends and recurring issues to bring improvements * Present consolidated global performance data to IT leadership * Benchmark performance across different regions * Implement continuous improvement initiatives worldwide * Monitor service quality and consistency across all sites * Analyze global peak times and adjust staffing accordingly * Participate in global IT strategic planning and transformation projects * Leverage current AI/Automation solutions where feasible and identify any additional automation opportunities., We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work. We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Should Tech Managers Be Developers First? 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