Engagement Manager - French Speaking

We're Hiring: IT Global Helpdesk Manager – Barcelona, Spain

&##127757;

Do you have experience in delivering reliable IT support services and ensuring smooth operations across a global organization? Are you skilled in

defining and managing global support models and IT Service Management processes ? As an

IT Global Helpdesk Manager

, you will lead DOMO’s

global Level 1–3 support function

, ensuring best-in-class service for both global and local IT applications. Reporting to the

ICT Director

, you will manage the

Global Helpdesk team and local IT technicians

, design and mature IT Service Management processes, and guarantee compliance with KPIs and SLAs across our IT landscape.

&##Define and oversee a global Tier 1–3 support model

across all IT domains at DOMO. Design, implement, and continuously improve

global IT Service Management processes

. Drive hands-on initiatives to

propose, design, and enhance monitoring tools, asset management, and IT operations processes

. Ensure

ticket registration, resolution quality, SLA performance

, and analytics reporting. Lead the

Ticketing Committee

to review resolution quality and performance metrics. Oversee

release and change management processes

and application lifecycle governance. Develop and maintain

knowledge bases, self-service portals, and endpoint management tools

. Act as the main point of contact for

Local IT Managers, Functional IT Leaders, and Business Leads

regarding production support. Lead a

geographically dispersed support organization

, ensuring alignment and collaboration. Guarantee

Service Level compliance and End-User Satisfaction

through proactive monitoring and reporting. Coordinate IT vendors and partners for

Level 4 escalations

.

&##Master’s degree in Computer Science, Information Technology, or related field (advanced degree preferred). ✔

10+ years

in IT Service Management or IT Support functions. ~3+ years

in a managerial role within global organizations. ~ Strong knowledge of

production support processes

and ITIL frameworks. ~✔

Fluent

English

;

Spanish

is a plus. ~✔

Certifications

: ITIL or similar certifications appreciated.

&##A Global Role with Impact

– Lead a critical IT function supporting worldwide operations. ✅

Career Growth & Development

– Continuous learning and exposure to global IT landscapes. ✅

Competitive Compensation & Benefits

– We offer a competitive salary, performance-based bonuses, and a comprehensive benefits package. ✅

Work-Life Balance

– Flexible hybrid work model based in

Barcelona, Spain

.

&##Barcelona, Spain (Hybrid – Onsite required)

If you're passionate about

driving IT support excellence

, we’d love to hear from you! &##Hiring #ITSupport #HelpdeskManagement #DOMO #ITIL #GlobalIT