Senior Manager, Digital Technology Services
Grifols
full-time
Posted on:
Location Type: Office
Location: Clayton • North Carolina • United States
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Job Level
Tech Stack
About the role
- 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)
- Exposure to vendor support models preferred
- Strong operational leadership, problem-solving, and communication skills
- Ability to drive consistency and improvement within a structured but evolving environment
Benefits
- Health insurance
- Pension scheme
- Flexible working hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT End User ServicesService DeskIT Operationsmulti-tier support modelsITIL practicesIncident ManagementRequest ManagementKnowledge Managementoperational data analysisworkflow improvements
Soft Skills
leadershipproblem-solvingcommunicationservice excellenceaccountabilityuser experience focusteam developmentprocess standardizationadaptabilitycustomer feedback analysis
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in BusinessITIL certification