Team Lead - IT Service Management

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

Sobre o nosso cliente

• Our client is a reputable international organization dedicated to delivering exceptional services and creating a collaborative, people-focused work environment.

Descrição

• Lead and develop a growing IT Service Management team, supporting recruitment, onboarding, coaching, and knowledge sharing;
• Provide people leadership for an international service organization, fostering high performance, collaboration, and continuous improvement;
• Oversee day-to-day IT support operations, ensuring effective incident handling, service request fulfillment, escalation management, and operational continuity;
• Drive service excellence by monitoring key performance indicators, improving response times, and enhancing end-user satisfaction;
• Partner with business stakeholders to align IT services with operational and organizational needs;
• Support the evolution of service delivery processes, promoting standardization, scalability, and operational efficiency;
• Champion automation, self-service capabilities, and process optimization initiatives to improve productivity and service quality;
• Ensure effective governance of IT service processes and contribute to strategic service management initiatives.

Perfil ideal

• Degree in Information Technology, Computer Science, Business Information Systems, or equivalent professional experience;
• Proven experience in IT Service Management, IT Operations, or Service Desk leadership roles;
• Strong understanding of ITIL-based processes, including Incident, Request, Problem, and Change Management;
• Experience working with enterprise service management platforms and supporting process-driven environments;
• Demonstrated success leading teams in international and fast-paced operational settings;
• Strong people management skills with a passion for coaching, mentoring, and team development;
• Confident stakeholder manager with the ability to communicate effectively across all levels of an organization;
• Results-oriented, proactive, and comfortable managing priorities, escalations, and service performance targets;
• Excellent organizational and problem-solving abilities;
• Fluent English communication skills; additional languages are considered an advantage.

Vantagens

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