Job Description

To be responsible for the operational and strategic management of the Service Desk, ensuring that user requests are resolved efficiently. To coordinate the Help Desk team, define processes and monitor performance indicators, promoting user satisfaction and the continuous improvement of the service.

Key responsibilities

Coordinate the Help Desk team, ensuring the allocation of tasks, monitoring of activities and adherence to service levels;
Monitor and provide technical support to the Help Desk team, promoting standardised procedures and best practices;
Provide Help Desk support to users, ensuring effective, resolution-focused assistance;
Set priorities and ensure the correct escalation of requests, based on criticality and established service levels;
Promote the continuous optimisation of ITIL processes;
Monitor and manage the ticket lifecycle, from creation to closure;
Ensure the quality of user support by monitoring satisfaction and proposing continuous improvement measures;

Requirements

Degree in Computer Engineering or a similar field (Mandatory);
At least 3 years' experience in a leadership role and team management;;
Proficiency in the ITIL framework or the ISO 20000 standard;
ITIL Foundation or ITIL 4 Specialist certification (preferred);
Experience with ITSM platforms (EasyVista preferred);
Analytical skills and problem-solving ability;
Customer focus and commitment to service quality;
Strategic thinking and a focus on continuous improvement;
Fluency in English (spoken and written);