SAU Coordinator

Description

At **Logicalis Spain**, we are seeking to hire an **SAU Coordinator** for a new service. The service integrates functions of a User Support Center (USC) and on-site workplace support, handling user incidents and requests via an ITSM tool, telephone, and email. We seek a candidate with leadership ability, customer orientation, organizational skills, and experience managing IT teams and services. **Responsibilities:** * Coordinate the SAU team’s daily activities, ensuring proper service delivery. * Supervise incident and request management, guaranteeing compliance with SLAs and agreed quality levels. * Act as the operational liaison with the client and participate in follow-up meetings. * Prepare service reports, KPI tracking, and proposals for continuous improvement. * Organize team scheduling to ensure full service coverage. * Support the team in resolving complex incidents and perform technical tasks when necessary. * Provide remote support and, occasionally, on-site support at the client’s facilities. * Cover team vacations by providing on-site workplace support as required. **Minimum Requirements:** * Minimum 3 years’ experience in end-user and workplace technical support. * Prior experience coordinating support teams or USC/Service Desk services. * Experience managing SLAs, preparing reports, and tracking KPIs. * Knowledge of Windows 10/11, Microsoft 365, Active Directory, and ITSM tools (ServiceNow, Remedy, or similar). * Ability to coordinate teams, manage priorities, and maintain clear communication with clients. * Organized, solution-oriented, service-focused individual capable of working both autonomously and collaboratively. * Availability for occasional travel to the client’s facilities and for on-site coverage when required. **What do we offer at Logicalis Spain?** Logicalis Spain is an international group with over 20 years of experience in the IT sector, engaged in large-scale projects and services across Data Centers, Cybersecurity, and Analytics. * Stable employment position. * Work mode: Remote work (with occasional visits to our Barcelona offices). * Working hours: Standard office schedule. * Birthday holiday \+ personal day. * Access to flexible compensation plans (meal card, transportation card, childcare assistance). * Private Medical Insurance, Wellhub. * Significant discounts on various services and training programs available to Logicalis employees (retail, electronics, travel, etc.). * Role-specific training and certifications. * Professional development through cutting-edge projects and current market technologies.