Service Desk Team Lead - On site

Descripción de la oferta de empleo

Perfil buscado (Hombre/Mujer)


Responsible for ensuring that team members are meeting or exceeding expectations in respect of their KPI´s/goals relating to performance, defined metrics/benchmarks, time management, and quality (technical & ticket management), and that standards and processes are followed to provide a consistent and high-quality customer experience.

The Team Lead is expected to support and assist the Manager in the day-to-day operation of the IT team including; train, coaching, and mentoring analysts in their career development and appraisals; in addition, overseeing team member activities and contributing/obtaining training material for team development and up-skilling. Schedule shift patterns, coordinate workload, and leave requests (as a minimum).

• Responsible for line Management of the Service Desk Function
• Responsible for creating and providing KPIs, reports, and goals.
• Input into weekly team meeting agenda
• Assisting in system upgrades (including testing, training, etc)
• Incident and Problem management contributor
• Assisting analysts in providing first-line support when workloads are high, accountable for the backlog, and coordinating the operational and/or where additional experience is required.
• Responsible for running security and quality checks on the business as requested.
• Responsible for ensuring that the team is complying with previously agreed audit controls and measures.
• Support and contribute to the Business Continuity Plan
• Manage the day-to-day incidents and compliance with agreed service levels for requests logged via the internal ticketing tool ensuring SLAs are met
• Respond to direct escalation approaches from customers walking up, email, and MS Teams
• Responsible for keeping the knowledge base and team regularly updated

• Spanish is not required|International Environment
• Experience with Service ticketing tools (GSD)
• Thorough knowledge of Windows 10, and Citrix environment, including networking components, services, and user profiles.
• At least 2 years experience working within a service desk environment.
• Demonstrate strong leadership and organizational skills with attention to detail.
• ITIL Oriented, ITIL v4 is very positively valued
• Very fluent in English and preferably another language
• SLA performance monitoring and reporting
• An understanding of Service Management - in particular, request fulfilment, problem, and incident management


A multinational company in Barcelona


Private health insurance, food voucher, bonus, pension plan, life insurance.

Otros detalles de la oferta

• Barcelona - España
  Ubicación
• Helpdesk
  Funciones
• Jornada completa
  Jornada
• 2 años
  Experiencia
• Indefinido
  Tipo contrato
• Service Desk ITIL