Customer Support Operations Manager

Client Support Operations Lead

Malaga (hybrid)

Permanent

€50,000 - €55,000 p/a

The Role

We are partnered with a world class IT services provider based in Spain but working with clients on a global scale. They have created a new opportunity for a Client Support Operations Manager to own how Client Support operates. This isn’t a role for someone to run tickets but to decide how tickets should be run.

You’ll define the processes for Service Desk and Desktop Support - document them, enforce them, measure them and improve them. This will include IAM, Joiner, Mover, Leaver (JML) processes, Access requests and approval workflows and Ticket handling standards and escalation criteria. In doing so you’ll remove ambiguity in how work is done, ensuring clear ownership, accountability and expected outcomes. Your remit will also include driving continuous improvement and reducing manual effort, rework and operational risk thr...