It Junior Service Manager (A Coruña)

Job Title

IT Junior Service Manager (L2) Support

Role Mission

Ensure service continuity and quality with a high sense of customer satisfaction.

Act as the single point of contact for multiple stakeholders regarding service maintenance, incidents, requests, and service enhancements.

Key Responsibilities

• Support the Senior Service Manager coordinating a multidisciplinary IT support team.
• Take responsibility and ownership for end‑to‑end incident and request management through ServiceNow, including prioritization, dispatching, backlog maintenance, incident tracking, and resolution within defined SLAs.
• Coordinate and plan the on‑call and extra hours support model.
• Coordinate and plan team overall capacity and effort allocation.
• Lead the resolution of complex incidents by coordinating with stakeholder teams.
• Attend weekly and monthly operational service follow‑up, preparing reports with me...