San Jose del Monte, Bulacan, Philippines · On-site
Senior
Manage the Service Desk and staff to provide 1st level technical support including level handling remote support Act as a further escalation point for unresolved or escalated calls Take on a wider customer service role a…
🛰️ Indra Space – Leading the Next Generation of Space Systems 🌌 At Indra Space, we are on a mission to redefine the European space industry by delivering high-performance small satellite solutions for LEO missions. Our…
Skills: Project Management, Space Systems, Risk Management, Budgeting, Scheduling
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de proyectos europeos! En nuestro…
Skills: SDR Radio Validation, SDR Radio Verification, Test Bench Design, RF Instrumentation, Oscilloscope
Backend Java Developer (Spring & APIs) | Proyectos de IA y Arquitectura Moderna (Barcelona)
Barcelona, Catalonia, Spain · Hybrid
Mid level
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de proyectos europeos! En nuestro…
Duties and Responsibilities: - Work with rest of AVEVA PI Team to translate requirements into system design - Develop and implement modules, programs or Aveva PI components to support functionalities - Author and update …
Skills: OSIsoft PI System, System Design, Root Cause Analysis, Data Integrity, Functional Specification
Duties and Responsibilities: - Work with rest of AVEVA PI Team to translate requirements into system design - Develop and implement modules, programs or Aveva PI components to support functionalities - Author and update …
Skills: Aveva PI, OSIsoft PI System, System Design, Root Cause Analysis, Business Analysis
Duties and Responsibilities: - Work with rest of AVEVA PI Team to translate requirements into system design - Develop and implement modules, programs or Aveva PI components to support functionalities - Author and update …
Skills: OSIsoft PI System, System Design, Root Cause Analysis, Functional Specification, Data Integrity
Duties and Responsibilities: - Work with rest of AVEVA PI Team to translate requirements into system design - Develop and implement modules, programs or Aveva PI components to support functionalities - Author and update …
Skills: Aveva PI, OSIsoft PI System, System Design, Root Cause Analysis, Business Analysis
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de proyectos europeos! En nuestro…
Skills: Project Management, Technical Leadership, Negotiation, Conflict Management, Systems Engineering
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de Verificación y Validación en p…
Skills: Network Analyzer, Spectrum Analyzer, Electronic Testing, Electronic Cards, Radio Frequency
🛡️ En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. En nuestra unidad de Ciberdefensa trabajamos en proyecto…
Skills: Verification and Validation, Test Automation, Playwright, JMeter, Postman
🛡️ En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. En nuestra unidad de Ciberdefensa trabajamos en proyecto…
🛡️ En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. En nuestra unidad de Ciberdefensa trabajamos en proyecto…
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de proyectos europeos! En nuestro…
Skills: Program Management, Strategic Vision, Team Leadership, Budget Management, Stakeholder Management
Ingeniero/a de Simulaciones Estructurales por elementos finitos
Madrid, Community of Madrid, Spain · On-site
Mid level
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de proyectos europeos! En nuestro…
Ingeniero/a de Telecomunicaciones - Diseño e Integración de Sistemas
Madrid, Community of Madrid, Spain · Hybrid
Mid level
En Indra Group, protegemos lo que más importa. Desarrollamos soluciones tecnológicas avanzadas que refuerzan las capacidades de Defensa y Seguridad de nuestros clientes. Participamos en proyectos estratégicos que integra…
Ingeniero/a de Telecomunicaciones o Industrial para pruebas de sistemas de Comunicaciones y Radiofre
Madrid, Community of Madrid, Spain · On-site
Senior
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. 💻 ¡Únete a nuestro equipo de proyectos europeos! En nuestro…
Skills: Radio Frequency, Antennas, Amplifiers, Filters, Digital Electronics
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. Como parte de nuestro crecimiento en el ámbito de Defensa, b…
🚀 Senior Computer Vision Engineer (UAV & Defensa). San Fernando de Henares (híbrido) En Indra Group, protegemos lo que más importa. ¿Te apasiona transformar conceptos innovadores en plataformas aéreas de vanguardia? Bus…
Skills: Computer Vision, Deep Learning, Python, C++, OpenCV
En Indra Group, protegemos lo que más importa. Lideramos el desarrollo de soluciones tecnológicas punteras que refuerzan la seguridad nacional e internacional. En el área de Defensa participamos en programas estratégicos…
Skills: C++, Software Design, Software Maintenance, Software Development Life Cycle, Code Optimization
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Full-time
Posted 27d ago
Apply by Aug 21
~40 hrs/week
Responsibilities
Manage the Service Desk team to provide first-level technical support and ensure high standards of customer service. Oversee incident management, request fulfilment, and the continuous improvement of service delivery metrics.
Requirements
The candidate must be able to lead a technical support team and handle escalations while maintaining detailed documentation. Experience in monitoring SLA performance and conducting root cause analysis is required.
Full job description
Manage the Service Desk and staff to provide 1st level technical support including level handling remote support
Act as a further escalation point for unresolved or escalated calls
Take on a wider customer service role and promote the customer service ethics to maintain a high degree of customer service for all support queries and adhere to all service management principles
Report to senior managers on any issue that could significantly impact the business and/or the client
Take overall responsibility for incident management and request fulfilment on the Service Desk
Ensure staff take ownership of user problems and be proactive when dealing with user issues
Ensure all calls are logged in the Service Desk logging system
Respond to inquiries from clients and help them resolve any hardware or software problems
Provide regular reports related to tickets depending on the requirement including SLA performance
Monitor, evaluate and assess all service delivery performance metrics applicable to Service Desk team
Ensures quality output of Service Desk in terms of ticket handling and customer service
Ensures knowledge management systems and documentation are kept up to date
Identify continuous service improvements in the Service Desk including creation of process documentations in aid of the operations
Regularly report service improvements implemented and recommend actions to further improve performance and service delivery
Increase the availability of self-help capability, and help in the documentation for common issues across Service Desk
Responsible for providing/extracting Customer Satisfaction Survey report on a regular basis
Aid on root cause analysis (RCA) on any escalations raised by the client
Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow
Organizes and plans for the schedule of the team
Related keywords
Service DeskTechnical SupportIncident ManagementRequest FulfilmentSLACustomer Satisfaction SurveyRoot Cause AnalysisKnowledge ManagementService DeliveryProcess DocumentationSelf-Help CapabilityEscalation Management
Indra Group USA is driving transformation across strategic domains such as defense, air traffic, space, and mobility, delivering resilient, efficient, and intelligent solutions that shape the future of infrastructure and operations in the United States and worldwide.
Our technological solutions optimize transportation networks and enable the modernization of airspace and military capabilities through cutting-edge technologies and field-proven systems. From smart mobility and multimodal transport systems, to advanced surveillance, automation, and secure communications, we bring together innovation, reliability, and global expertise to meet the evolving needs of public agencies, operators, aviation regulatory authorities, and defense institutions. With a strong commitment to operational excellence and strategic impact, Indra Group USA empowers safer, smarter, and seamlessly connected environments, across land, air, and critical scenarios.
Headquartered in Overland Park, Kansas, we also have offices in Fairfax, VA; Atlanta, GA; and Orlando, FL.
Offices: 11300 W 89th Street, Overland Park, KS 66214, US
Information TechnologySoftwareTransportationSmart CitiesAerospace
Indra Group USA is driving transformation across strategic domains such as defense, air traffic, space, and mobility, delivering resilient, efficient, and intelligent solutions that shape the future of infrastructure and operations in the United States and worldwide.
Our technological solutions optimize transportation networks and enable the modernization of airspace and military capabilities through cutting-edge technologies and field-proven systems. From smart mobility and multimodal transport systems, to advanced surveillance, automation, and secure communications, we bring together innovation, reliability, and global expertise to meet the evolving needs of public agencies, operators, aviation regulatory authorities, and defense institutions. With a strong commitment to operational excellence and strategic impact, Indra Group USA empowers safer, smarter, and seamlessly connected environments, across land, air, and critical scenarios.
Headquartered in Overland Park, Kansas, we also have offices in Fairfax, VA; Atlanta, GA; and Orlando, FL.
Offices: 11300 W 89th Street, Overland Park, KS 66214, US
Information TechnologySoftwareTransportationSmart CitiesAerospace