IT Service Desk Team Lead

The IT Service Desk Team Lead is responsible for leading a team of service desk analysts or technicians to deliver efficient and effective technical support services to internal or external customers. This role involves managing daytoday operations ensuring adherence to service level agreements (SLAs) and driving continuous improvement within the team. The Team Lead acts as a point of escalation for complex issues facilitates training and ensures high levels of customer satisfaction.

Tasks

EU citizens only! This role is for freelancers. Rate between 34 Euro to 39 Euro per hr VAT exempted.

Key Responsibilities:

1. Team Leadership & Management:

• Lead mentor and manage a team of service desk technicians providing guidance and support.
• Ensure team members meet performance goals and adhere to company policies and procedures.
• Monitor and manage workloads balancing priorities to ensure timely resolution of incidents and requests.
• Conduct regular team meetings and oneonone sessions to provide feedback address concerns and promote professional development.

1. Service Desk Operations:

• Oversee daytoday operations of the service desk ensuring efficient handling of incidents service requests and problems in ServiceNow for the 1st level support group.
• Ensure all tickets are properly logged categorized prioritized and resolved or escalated as per agreed SLAs.
• Act as a point of escalation for complex or highpriority incidents providing guidance or handson support when necessary.
• Ensure compliance with service management processes (e.g. incident request and problem management).

1. Customer Service & Communication:

• Maintain high levels of customer satisfaction by ensuring timely and effective communication with users throughout the lifecycle of their requests or incidents.
• Serve as a primary point of contact for the client regarding IT service desk performance escalations and improvements.
• Ensure all communications are clear concise and professional promoting a customerfocused service culture.

1. Performance Monitoring & Reporting:

• Monitor and analyse key performance indicators (KPIs) related to the service desk such as firsttime resolution rate ticket resolution times and customer satisfaction.
• Prepare and deliver regular reports on service desk performance to management identifying trends and areas for improvement.
• Implement corrective actions where necessary to ensure continuous improvement of service levels.

1. Continuous Improvement:

• Identify opportunities for process improvements and work with the team and other IT stakeholders to implement changes that enhance efficiency and service quality.
• Ensure documentation of procedures troubleshooting steps and common solutions is kept up to date.
• Participate in IT service management (ITSM) initiatives and projects aimed at improving service delivery.

1. Training & Development:

• Develop training materials and provide training sessions for the service desk team to improve technical knowledge and customer service skills.
• Stay updated on the latest IT technologies and trends ensuring the team is equipped with relevant skills and knowledge.
• Support onboarding of new team members and facilitate crosstraining within the team.

1. Collaboration with Other Teams:

• Work closely with other IT teams (e.g. infrastructure applications network) to ensure seamless escalation and resolution of issues.
• Collaborate with IT management and other stakeholders to improve the overall IT service management strategy.

Requirements

Required Skills & Qualifications:

• Technical Knowledge:

• Strong understanding of IT service management (ITSM) frameworks such as ITIL.

• Knowledge of ticketing systems (e.g. ServiceNow JIRA or similar).

• Experience in troubleshooting common IT issues (e.g. hardware software networking).

• Familiarity with Active Directory Microsoft Office Suite and remote support tools.

• Leadership & Management:

• Proven experience in leading a team with strong people management and coaching skills.

• Ability to prioritize tasks effectively and manage time under pressure.

• Experience in performance management including conducting performance reviews and implementing improvement plans.

• Communication & Customer Service:

• Excellent verbal and written communication skills.

• Strong interpersonal skills with the ability to build relationships with users and stakeholders at all levels.

• Ability to handle challenging situations with diplomacy and professionalism.

• ProblemSolving & Analytical Skills:

• Strong troubleshooting skills with the ability to quickly identify the root cause of technical issues.

• Analytical mindset capable of interpreting data to identify trends and areas for improvement.

Education Experience and Other Requirements:

• Bachelors degree in information technology or similar experience.
• 3 years of experience working in a service desk or IT support environment with at least 1 year in a leadership or supervisory role.
• ITIL Foundation certification V4 desirable.
• Experience with IT service desk software and remote support tools.
• Team located in Bucharest but providing service to the customer remotely. Requirement to be onsite Bucharest office.
• Experience working with ServiceNow.
• Proficient English is a must; French or German desirable.

Benefits

We offer a good wage as freelance (Rate between 34 Euro to 39 Euro per hr VAT exempted) and very good working conditions. Freelance contract to run over 1 year.