Service Desk Senior Team Leader

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

• 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.
  
  

We value:

• 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).
  
  

We offer:

• 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.
  
  

Workplace: Lisbon (Hybrid)