IT Operations & Service Desk Lead — Portugal
Molins
At our company, talent comes first. We have been certified by the Top Employers Institute as one of the best companies to work for in Spain, thanks to our strong commitment to professional development, people’s well-being, and the creation of an inclusive, collaborative, and motivating work environment.
MOLINS | Imagine. Design. Build.
Join a solid and reliable company with a long history of continuous evolution, at a time of transformation and growth. Become part of a team where you’ll feel right at home—people who work with passion and enthusiasm, two of the key materials that make up the Molins team.
Imagine, design, and build your own career path, constantly learning and growing professionally in a company whose goal is to find sustainable and innovative solutions in the construction sector. A company that offers you the opportunity to lead projects, where your expertise and talent can make a positive impact on the business. A company focused on creating a better future for those who will live in it.
And speaking of the future, shall we talk about yours?
Job Description
As IT Operations & Service Desk Lead — Portugal, you will be the first-line operational owner of Secil’s IT services in Portugal. You will ensure the quality and continuity of the Service Desk and user support, functionally coordinate the outsourced IT provider, and oversee day-to-day local operations in line with the standards, policies, and roadmap defined at Molins Group corporate level.
The role combines service and support leadership with third-party coordination and local infrastructure operations, acting as the local technical escalation point. System design and architecture remain under the corporate System Architecture function; this role ensures operations and service delivery across that architecture.
WHAT WILL YOUR RESPONSIBILITIES BE?
Among other tasks, we highlight the following:
- Ensure Service Desk operations and on-site support in Portugal, with consistent service levels (SLAs) aligned with the Group Service Desk model.
- Act as the operational point of contact for the IT outsourcing contract, functionally coordinating the service towers (service desk, systems, networks, and voice).
- Monitor the provider’s SLAs, validate change requests and variable billing, and assess the performance of the contracted service.
- Ensure the day-to-day operation of local infrastructure — servers, networks, workstations, and the Microsoft/M365 platform from an operational perspective.
- Ensure service monitoring, incident and request management, and local technical escalation (L2/L3), progressing towards proactive operations: prevent rather than remediate.
- Implement locally the policies and controls defined by the Group Cybersecurity function, ensuring evidence of compliance.
- Participate in infrastructure projects and technology integration within the Molins/Secil context, ensuring deadlines, quality, and costs are met.
- Keep documentation and inventory up to date and produce periodic reports on operational status and performance.
- Support local operating budget control and the management of licences and subscriptions, identifying cost-optimisation opportunities.
- Bachelor’s degree in Computer Engineering, Information Systems, or a related field.
- At least 5 years of experience in IT operations or service management, including at least 2 years coordinating outsourcing and/or working in a multi-site environment.
- Experience in Service Desk and user support based on ITIL best practices (certification is an advantage).
- Operational knowledge of infrastructure: Windows/Linux servers, networks, and Microsoft 365 / Entra ID in a hybrid environment.
- Fluent Portuguese and English. Spanish is an advantage given the Group context.
- Availability to travel to sites in Portugal and occasionally to Spain.