• Be part of a global company that values excellence.
• We are looking for an IT Service Desk Team Lead.

Description

• Lead and develop a regional IT support function, ensuring high-quality service delivery across multiple international locations;
• Manage daily service desk operations, overseeing ticket resolution, incident management, request fulfilment, and user support activities;
• Coordinate and mentor a team of approximately 10-15 support professionals operating in a shift-based environment;
• Serve as the main escalation point for complex technical issues, ensuring timely resolution and effective stakeholder communication;
• Drive service performance through SLA monitoring, continuous improvement initiatives, and operational excellence practices;
• Collaborate with business and technology stakeholders to enhance end-user experience and support service effectiveness;
• Support core enterprise platforms and business-critical applications, including workplace technologies, ERP solutions, and collaboration tools;
• Contribute to process optimization, automation initiatives, and the adoption of best practices within IT service management;
• Ensure strong governance, reporting, and adherence to service management standards across the support organization;
• Foster a positive, high-performing team culture focused on customer satisfaction and operational efficiency.

Profile

• Proven experience leading IT support, service desk, or IT operations teams in an international environment;
• Strong background in incident management, ticketing systems, user support, and service delivery operations;
• Experience managing people, including team development, performance management, coaching, and workforce planning;
• Solid understanding of IT Service Management (ITSM) principles and operational best practices;
• Exposure to enterprise technologies and business-critical platforms, including Microsoft environments, ERP solutions, and other corporate applications;
• Ability to manage escalations effectively while maintaining excellent stakeholder relationships;
• Strong organizational skills, with a structured and proactive approach to problem solving;
• Comfortable working within dynamic, service-oriented environments with shifting priorities;
• Excellent communication skills in English, both written and verbal;
• Relevant academic background in Information Technology, Business Information Systems, Computer Science, or equivalent professional experience.

Job Offer

• A brand new project with exciting prospects of growth and development.