IT Service Desk Lead in Barcelona

We are excited to announce a new opportunity for an IT Service Desk Lead to join our dedicated team. You will ensure smooth IT service delivery to Adevinta internal end-users.

You will manage together with 2 more leads the Service Desk function across multiple Adevinta locations, reporting to the Senior Manager Site Operations inside our Enabling Platforms and Shared Services department.

You will be responsible of your team (6 to 8 people) across different office locations, leading and motivating teams through remote management. We ask that you have management skills, technical proficiency and a focus to providing IT support to Adevinta.

What you'll do:

• Service desk Management:

  • Lead and supervise your Service Desk Team, ensuring resolution of IT incidents, service requests, and inquiries inside Service level agreement (SLAs).

  • Promote Servicedesk procedures in collaboration with your peers across the other, European countries, to streamline operations and improve service delivery standards and efficiency.

• Incident Resolution:

  • Oversee the triage, prioritisation, and resolution of IT incidents, ensuring adherence to SLAs and minimising downtime for end-users.

  • Be the escalation point for complex or high-priority incidents or problems, providing guidance to resolve issues promptly.

• Customer Support:

  • Maintain a customer-centric approach to service delivery, ensuring that end-users receive prompt and excellent assistance from the Service Desk team.

  • Build relationship within the local business and decision makers (e.g. Event Planner, VIP assistant, Office Managers, Facility Management) to stay on top of the local demand and IT support requirements

• Performance Monitoring and Reporting:

  • Track Service Desk performance metrics, including ticket volume, response times, resolution rates, and customer satisfaction scores.

  • Generate regular reports and dashboards to communicate Service Desk performance to partners and identify trends or areas for improvement.

Who you are:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Experience (5 years) in Helpdesk management or IT support roles, with a focus on delivering high-quality customer service.

• Technical aptitude and familiarity with IT systems, networks, and software applications.

• Problem-solving abilities and the capacity to succeed in a fast-paced basis.

• Experience with Helpdesk software and ticketing systems.

• Be a team-player and foster a collaborative environment across the entire Service Desk Team

• Commitment to continuous improvement to process enhancements which are in sync with your peers and the global Service Desk team

• Excellent English language skills. Local language in the country of application is a prerequisite for the role.

• Open to travel 15 days per quarter.

Additional information

• An attractive Base Salary.
• Participation in our Short Term Incentive plan (annual bonus).
• Employee Stock Purchase Program with a match from Adevinta.
• Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon - well why not! just make sure you have internet connection!
• A 24/7 Employee Assistance Program for you and your family, because we care.
• Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow.

Company description

We’re Adevinta, a global leader in digital marketplaces. Our household name brands, including Marktplaats in the Netherlands, mobile.de in Germany and leboncoin in France, reach hundreds of millions of people every month.

We’re all about matchmaking, and our sites help people find whatever they’re looking for in their local communities – whether it’s a car, an apartment, a sofa or a new job. Every connection made or item found makes a difference by creating a world where people share more and waste less.

Our brands are supported by global Tech Hubs in Barcelona, Amsterdam, Paris and Berlin. Their goal is to develop common global products and innovation platforms which all of our brands can use. This means using cutting edge technology to create highly scalable, customisable and secure products and components that free up development time and leverage our access to global data.

Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.