Senior Manager (Service Desk Engineering) - Aviation

Join a leading global aviation firm, where innovation and technology converge to shape the future of air travel. Be part of this hard-working division with 400 employees dedicated to delivering mission-critical services within a larger network of 5,000 professionals.

We are seeking a Senior Manager to lead their Service Desk Engineering team as part of our ‘Follow the Sun’ Service Desk department, which operates around the clock to ensure continuous support.

Key Responsibilities:

• Leadership & Management: Oversee a team of 50 professionals worldwide, including 3 Service Desk Managers based in Barcelona, Singapore, and Montreal.
• Team Structure: Manage a diverse team consisting of:
• 50% 1st Line Service Desk engineers
• 20% monitoring engineers
• 20% reactive troubleshooting engineers
• Strategy & Planning: Develop and execute strategic roadmaps for the Service Desk team, including cost and budget management.
• Stakeholder Engagement: Foster strong relationships with key stakeholders to align service desk operations with business objectives.
• Service Optimization: Utilize platforms such as ServiceNow for ticketing and service optimization.
• Continuous Improvement: Identify opportunities for enhancing service delivery and operational efficiency.

Must-Have Qualifications:

• Experience: 10+ years of global service desk engineering management experience.
• Skills: Proven ability in stakeholder management, strategic planning, and budget oversight.
• Technical Knowledge: Strong understanding of ServiceNow or related ticketing platforms.
• Language: Fluent English.

Salary & Benefits:

• Up to €85,000 Basic Per Annum + €13,000 Car Allowance + 15% Bonus 
• Hybrid working model offering flexibility and work-life balance.
• Opportunities for professional growth within a global aviation leader.
• Relocation support for EU citizens or those married to an EU citizen