Project Manager coordinating between clients and tech teams to implement digital platforms for large events at MEvents. Managing projects from planning through to successful execution at major congresses.
About the role
- Manager of End User Services & Support at Grifols, enhancing end-user support and service delivery in IT operations.
Responsibilities
- Lead the delivery of end-user services across L0, L1, and L2, ensuring issues are appropriately deflected, resolved, or escalated based on defined support models
- Strengthen self-service capabilities by improving knowledge quality, usability, and accessibility, and identifying opportunities to reduce ticket volume through automation and better user guidance
- Ensure the service desk operates as a consistent global point of contact, with effective triage, improved first-contact resolution, and adherence to service levels
- Monitor ticket queues, backlog, and response performance, taking action to maintain stability and improve responsiveness
- Drive consistency across support channels (portal, chat, phone, email), ensuring a seamless and reliable user experience
- Oversee deskside and field support activities, ensuring timely resolution of complex, onsite, and hardware-related issues, including device lifecycle coordination
- Support effective coordination with vendors and field service providers, ensuring services are delivered to expected quality and timelines
- Use operational data and user feedback (CSAT/CES) to identify trends, recurring issues, and opportunities to improve service delivery
- Partner with platform and automation teams to translate operational needs into workflow improvements, automation, and enhanced self-service capabilities
- Reinforce standardized processes and ways of working across regions, improving consistency and reducing variability in service delivery
- Ensure support activities are properly documented and aligned with compliance and control requirements
- Lead and develop Delivery Managers and support teams, establishing clear expectations, accountability, and a focus on service excellence
Requirements
- Bachelor’s degree in Information Technology, Business, or related discipline preferred
- 8–12+ years of experience in IT End User Services, Service Desk, or IT Operations
- 3–5+ years of leadership experience managing support teams (L1 and/or L2 required; L0 exposure preferred)
- Experience leading or supporting multi-tier (L0–L2) support models
- Familiarity with ITIL practices (Incident, Request, Knowledge Management)
- Experience with ITSM tools (ServiceNow preferred)
- Strong operational leadership, problem-solving, and communication skills
- Ability to drive consistency and improvement within a structured but evolving environment
Benefits
- Health insurance
- 401(k)
- Paid time off
- Professional development
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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