Service Desk Senior Team Leader

We're fast learners, hard workers, natural collaborators... and we Make Modern Happen!

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely.

We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

If you share our vision, join us!

Right now, we are looking for a Service Desk Senior Team Leader to integrate our internal team, based in Lisbon.

• Leading a Service Desk team dedicated to a client in the financial sector;
• Managing day-to-day operations: queue and ticket management, workload distribution, shift planning and coverage;
• Ensuring SLA, KPI and quality compliance (FCR, response/resolution times, customer satisfaction) and driving corrective actions;
• Acting as the main operational point of contact, including participation in periodic service meetings;
• Producing operational reporting and analysing trends, recurring incidents and improvement opportunities;
• Managing escalations;
• Coaching, developing and evaluating team members (onboarding, training, performance reviews, 1:1s);
• Maintaining and updating the knowledge base, procedures and operational documentation;
• Ensuring compliance with the security, confidentiality and regulatory requirements of a banking environment;
• Promoting continuous improvement.

• Solid knowledge of ITIL processes;
• Experience with ITSM tools (e.g. ServiceNow, Remedy) and SLA/KPI management;
• Strong leadership, people management and conflict resolution skills;
• Excellent communication skills and a client-facing attitude, with the ability to manage escalations;
• Organisational skills and capacity to work under pressure in critical environments.

• Previous experience in the financial/banking sector or in highly regulated environments;
• ITIL v4 Foundation certification;
• Knowledge of reporting and analysis tools (Excel, Power BI);
• Experience in transition / knowledge-transfer processes between teams;
• Knowledge of Microsoft 365, Active Directory and Workplace support;
• Experience in outsourcing contexts with multiple stakeholders (client and partner).

• Salary package according to the function to be performed and with demonstrated experience;
• Career development and certification programs.
• Balanced and Friendly work environment.
• Integrate the biggest IT MSP operating in Portugal by revenue.

Make modern happen!