Madrid, Spain
Hybrid
Job ID:
20130
Date posted:
April 30 2026
Category:
Technology
Job Level:
Manager
Lead the digital transformation of the alternative investment industry.
At Alter Domus, Tech careers move fast. And they leave a legacy. From Data Modelling and Data Engineering to AI, GenAI and Machine Learning, you'll be at the cutting edge of FinTech across all asset classes. Product professionals will thrive here too, solving real problems at the intersection of user advocacy, software lifecycle expertise and market insight. Right now, we're building AD Intelligence, a brand new flagship product. It's not often you get to build something truly new. This is that moment.
Success Profile
What makes a successful member of our team? Check out these top traits we're looking for and see if you have the right mix.
- Collaborative
- Deadline-oriented
- Efficient
- Focused
- Technologically savvy
- Client-driven
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Service Desk Manager
ABOUT US:
As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.
With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.
Find out more about life at Alter Domus at careers.alterdomus.com
JOB DESCRIPTION:
The Service Desk Manager is responsible for leading and managing technical support to Alter Domus users. This role requires managing multi-site support operations, coordinating across time zones, and ensuring consistent, high-quality IT service delivery to a geographically diverse user base. The position combines global leadership, technical expertise, and international customer service management to maintain exceptional service levels worldwide. You will be reporting to the Head of Tech Service Management within Tech Operations team.
Key Responsibilities
- Manage work schedules, follow-the-sun support model, and resource allocation
- Coordinate with regional service desk supervisors and team Tech leads
- Conduct performance reviews and provide coaching across different time zones and cultures
- Recruit, onboard, and train service desk staff in various countries
- Ensure efficient resolution of Level 1 and Level 2 support requests globally
- Coordinate escalations across regional technical teams
- Utilize and optimize enterprise ITSM ticketing systems for global operations
- Support diverse Windows desktop/laptop environments across regions
- Troubleshoot complex escalated issues affecting multiple locations
- Oversee Office 365/Microsoft 365 support for global tenants
- Generate and analyze service desk metrics across all 41 locations
- Track regional and global ticket volumes, resolution times, and satisfaction scores
- Identify location-specific trends and recurring issues to bring improvements
- Present consolidated global performance data to IT leadership
- Benchmark performance across different regions
- Implement continuous improvement initiatives worldwide
- Monitor service quality and consistency across all sites
- Analyze global peak times and adjust staffing accordingly
- Participate in global IT strategic planning and transformation projects
- Leverage current AI/Automation solutions where feasible and identify any additional automation opportunities.
Education & Experience
- Degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 7+ years of IT support experience
- 3+ years in a service desk leadership or management role
- Experience managing global or multi-site support operations
- Proven track record supporting international, geographically distributed user base
- Experience managing Active Directory in enterprise global environments
Technical Skills
- Experience with ITSM and ITIL framework.
- Microsoft Technologies: Windows 10/11, Windows Server, Office 365/Microsoft 365 (global tenant management)
- Global ITSM Tools: Advanced experience with ServiceNow, Jira Service Management, or similar enterprise platforms
- Remote Support Tools: Global remote support solutions (TeamViewer, Bomgar, LogMeIn, etc.)
WHAT WE OFFER:
We are committed to supporting your development, advancing your career, and providing benefits that matter to you.
Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.
Our global benefits also include:
- Support for professional accreditations such as ACCA and study leave
- Flexible arrangements, generous holidays, plus an additional day off for your birthday!
- Continuous mentoring along your career progression
- Active sports, events and social committees across our offices
- 24/7 support available from our Employee Assistance Program
- The opportunity to invest in our growth and success through our Employee Share Plan
- Plus additional local benefits depending on your location
Equity in every sense of the word:
We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.
We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.
We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.
(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)
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Your global advantages
on top of your local benefits attached to this role
Qualifications
Support for professional accreditations such as ACCA and study leave
Work-life balance
Flexible arrangements, generous holidays and birthday leave
Progression
Continuous mentoring along your career progression
Pathway
Detailed career pathway with structured support
Exclusive access to online learning
For example, unlimited access to LinkedIn Learning.
Social
Active sports, events and social committees
Employee Assistance Program
Support with mental, physical, emotional and financial health, 24/7
Employee Share Plan
Giving you a financial stake in our company’s growth
Application Process
1
Apply for your selected role on our career website.
2
Our Talent Acquisition team will be in touch within seven days to arrange an initial interview!
3
Depending on the role you have applied for, you may be asked to complete a short technical exercise
4
You will then be invited for an interview with the hiring manager
5
If you are successful, our Talent Acquisition team will be in touch with an offer, typically within one month of your application submission.
6
Following acceptance of the offer, you will get access to our onboarding app to start discovering Alter Domus!
This animation visually represents the six-step application process at Alter Domus. It includes: applying for a role on the career website, initial contact from the Talent Acquisition team, a possible technical exercise, an interview with the hiring manager, receiving an offer, and gaining access to the onboarding app after accepting the offer.
Career path
Trainee
Officer
Senior Officer
Manager
Senior Manager
Director
Influential Content
Technology Driving Better Decisions
Discover how Alter Domus leverages advanced technology, analytics, and automation to help investment professionals work smarter and gain deeper insights.
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