Incident Manager | Service Desk Level 2 Manager

Incident Manager | Service Desk Level 2 Manager | Barcelona | Spain | Where : Barcelona | Spain | Hybrid (1 day per week in the Office - Poblenou) The Company : Multinational Salary : 50.000€ - 60.000€ / year or Freelance : 300€ - 400€ / day Mission Description : You will lead a Level 2 support team of six engineers based in India, responsible for managing incidents related to a suite of Applications — a department created one year ago to manage all tracking and asset management applications once a product (component or factory) is manufactured.You will ensure smooth coordination between the technical teams (Level 3) and business stakeholders, driving incident resolution and maintaining operational excellence. Preferred Experience & Skills : - Proven experience as an Incident Manager or Support Team Lead (Level 2 or Level 3 environments).- Solid understanding of IT Service Management (ServiceNow preferred).- Excellent communication and leadership skills.- Strong organizational and prioritization abilities.- Capable of managing remote teams and maintaining a strong link with business users.- Technical background not mandatory, but ability to understand IT processes is essential.- Fluent in English (Spanish or French is a plus). Job Details : - Schedule : Standard business hours, no on-call shifts (emergency phone only).- Location : Hybrid – Barcelona (Poblenou, Thursdays onsite).