IT Helpdesk Team Leader

Join Our Team as an IT Helpdesk Team Leader at Intracom Defense (IDE)

About Us

Join Intracom Defense (IDE), Greece's top tech defense company.

Our mission? To innovate, create, and deliver cutting-edge technology on a global scale.

At IDE, we research, design, develop, and manufacture groundbreaking products, systems, and solutions in sectors such as Tactical Communication and Information systems, Missile Electronics, Surveillance solutions, Hybrid Electric Power systems, Next-gen Unmanned Air and Sea platforms and disruptive technologies (such as Artificial Intelligence, Cyber Security).

As a key player in international defense, IDE is a registered NATO supplier and participates in international development and production programs, as well as in industrial cooperation programs for the defense sector.

Last but not least, IDE is a trusted and leading company in EU research and development programs, where research and innovation are the key elements for the upcoming technological breakthroughs.

In IDE we invest in people and technology!

We're not just about defense— we're about shaping the future!

📍 Location: Koropi, [East] Suburbs
💻 Working Model: Hybrid

🚀 Growth Opportunities: Access to continuous learning, professional development, and career advancement pathways
📈 Reporting to: IT Section Manager

Why you Should Join Us:

We are seeking a highly experienced, technically proficient, and results-driven IT Helpdesk Team Leader to lead, manage, and continuously improve our corporate IT support operations within a security-sensitive, defense-sector environment.

The successful candidate will combine strong hands-on technical expertise with proven team leadership, IT service management, process optimization, operational excellence capabilities, and a proactive approach to service improvement.

The role requires a proactive leader who goes beyond day-to-day ticket management to identify recurring problems, propose measurable improvements, standardize processes, introduce automation, and continuously enhance the quality, security, and efficiency of IT services delivered to internal stakeholders

What You ‘ll Be Doing:

• Lead, mentor, develop, and evaluate the IT Helpdesk team, ensuring reliable, timely, and professional support to internal stakeholders.
• Oversee incident management, service requests, ticket prioritization, technical escalations, and SLA compliance.
• Maintain accurate IT asset inventories, oversee provisioning, configuration, maintenance, and lifecycle management of corporate workstations, laptops, and peripherals.
• Identify operational inefficiencies, recurring incidents, service gaps, and opportunities for improvement.
• Develop, propose, prioritize, and implement continuous improvement initiatives.
• Standardize IT support procedures, troubleshooting guides, knowledge bases, and self-service capabilities.
• Define, monitor, and continuously improve Helpdesk KPIs.
• Establish measurable improvement targets, corrective action plans, and service improvement roadmaps.

What’s in it for You

• Friendly and Dynamic Working Environment.
• Competitive Remuneration package directly dependent on the candidate's qualifications and experience.
• Opportunities for Continuous Learning of state-of-the-art technology and career development.
• Private Health Insurance.
• Corporate transportation from metro stations.
• Onsite dining facilities.
• Work-Life Balance initiatives.

Qualifications & Experience

Required:

• Bachelor’s degree in Information technology or Computer science or related field.
• Minimum 10 years of professional experience in corporate IT support, Helpdesk operations, desktop engineering, or IT service management, including proven team leadership responsibilities.
• Strong hands-on expertise in Windows 11 Enterprise, Microsoft 365, Active Directory, Microsoft Entra ID, and enterprise endpoint troubleshooting.
• Practical experience with endpoint management, software deployment, patch management, ticketing platforms, and IT asset lifecycle processes.
• Solid understanding of ITIL practices, including Incident Management, Problem Management, Change Enablement, and Service Request Management.
• Experience developing standard operating procedures, technical documentation, knowledge bases, and operational reports.
• Strong analytical, problem-solving, organizational, and stakeholder-management capabilities.
• Professional proficiency in Greek and English.

Desired:

• ITIL 4 Foundation or higher, Microsoft certifications, or relevant IT service management qualifications.
• Advanced experience with Microsoft Intune, Configuration Manager, Microsoft Defender for Endpoint, and enterprise software deployment solutions.
• Experience implementing PowerShell automation, self-service portals, and secure AI-assisted IT support workflows.
• Familiarity with Privileged Access Management (PAM), endpoint hardening, application control, and secure configuration baselines.

Key Competencies & Soft Skills

• Strong analytical and problem-solving skills.
• Microsoft 365 Administration.
• Willingness to take initiative and motivation to drive results.
• Very good planning and time-management skills.
• Operating Systems (Windows, Linux).
• Virtualization Environments (ESXi, Proxmox).
• Networking (LAN).
• Working knowledge of Security risk assessments.
• Asset and vulnerability management.
• Security policies, procedures and technical standards.
• Evidence collection and audit preparation.
• Security control implementation and testing.

Ready to Join Us
At IDE, you’re not just taking a job, you’re stepping into a career where you can grow, innovate and make a difference.

If you are ambitious, and ready to take on the challenge, we want to hear from you!

All applications will be treated with strict confidentiality.