Who we are

We are Inventors of gaming platform, betting, fintech and software solutions. Across the globe, our cross-functional teams create online gaming platform as well as sports and fintech betting solutions that reach hundreds of thousands of users daily guided by our motto “Fearlessly Forward” together.

Join our Blockchain team!

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

Our blockchain team is dedicated to the conception, design and implementation of a best-in-class software platform providing our users with the ability to work seamlessly within this new and highly technical space. We are currently seeking new colleagues across a variety of roles who are passionate about bringing this world-changing technology into mainstream use via the development of high-quality tools and services aimed at the wider commercial market.

Previous blockchain experience, while desirable, is not required and so this is an excellent opportunity for anybody who has an interest in growing their skills and experience in this novel and fast-moving field.

Your mission

To develop and manage the Service Desk team. You will ensure that team members have the capabilities needed to provide Incident, Change, Problem and Event management services as required as well as prepare them for opportunities for advancement within the wider organization.

You will also act as a point of escalation within the team, manage day-to-day workloads, schedules and leave requests.

What you'll do

• Manage and lead the Service Desk team, overseeing rostering, staffing decisions, development plans, and performance feedback to ensure key competencies are met and support business needs.
• Clearly define and communicate job expectations and vision, providing direction and development for direct reports.
• Promote a continuous improvement ethic, work to eliminate bottlenecks, implement feedback loops, and identify opportunities for automation.
• Ensure team documentation and standard operating procedures are up-to-date and fit for purpose.
• Work collaboratively with other technical teams to resolve incidents and problems under tight time constraints.
• Encourage a proactive attitude towards preventing incidents.
• Provide ongoing, timely updates on product and service interruption issues to management and stakeholders.
• Aim to reduce the number of incidents escalated to Subject Matter Experts by improving processes, procedures, knowledge, and skills.
• Investigate underlying causes of real or potential anomalies in IT services.
• Select, develop, and retain a high-performing team while championing a culture of employee engagement within the team and across regions.
• Act as a key point of escalation for any related issues that arise, working with relevant stakeholders where necessary.
• Ensure the service desk team adheres to key performance indicators (KPIs) such as First Contact Resolution (FCR), Response and Resolution Service Level Agreements (SLAs), and ticket quality.
• Adopt a "drive my team like it's my own business" approach, fostering ownership, accountability, and a high level of commitment within the team.

What you'll bring

The ideal Service Desk Team Manager will possess some or all of the following attributes :

What's in it for you (Spain)

What's in it for you (London )

Excited about this opportunity? Scroll down to learn more about The Workshop

Our Beliefs and Commitment to You! We value creativity and innovation from our diverse team. The Workshop welcomes candidates of all genders, orientations, disabilities, races, ages, nationalities, and beliefs. Great ideas come from great people who thrive on being empowered to improve our products and processes!

Our DNA We live by the motto "Experience First" for our customers, players, and employees. With 550 employees from 40 nationalities speaking nearly 30 languages, our offices in Málaga, Madrid, Auckland, and London focus on collaboration, knowledge-sharing, and well-being initiatives.

Our Culture : At The Workshop, we foster an inclusive and multicultural environment where diversity is celebrated. As an Inventor, you will thrive in an environment led by :