IT Helpdesk Lead (m/f/d) Lisboa

IT Helpdesk Lead (m/f/d)
Lisboa
Lisboa, Lisboa, Portugal

Your New Company

You will be joining a confidential financial institution recognized for its stability, innovation, and commitment to excellence in customer service and operational efficiency. Within the IT Operations department, you’ll be part of a team that supports critical infrastructure and ensures seamless technology experiences across the organization. The company fosters a culture of reliability, continuous improvement, and professional development.

Your New Role

As a Helpdesk Coordinator, you will be responsible for leading the Helpdesk team and ensuring the effective delivery of IT support services. You’ll oversee key operational processes such as incident management, access control, and inventory tracking. This role requires
- on technical expertise, strong coordination skills, and a proactive approach to service excellence.

Main Responsibilities

• Design and implement Helpdesk support processes: Incident Management, Access Management, and IT Inventory Control
• Coordinate and supervise the Helpdesk team, ensuring SLA compliance and service quality
• Provide 1st line support and resolve technical incidents efficiently
• Monitor and report on Helpdesk performance metrics
• Collaborate with internal stakeholders to improve support workflows
• Maintain documentation and ensure knowledge sharing within the team

What You’ll Need to Succeed

• Proven experience coordinating Helpdesk or 1st Line Support teams
• Solid technical background in Windows Systems Administration
• Familiarity with ITIL best practices and process frameworks
• Experience in the banking or financial services sector is a strong advantage
• Strong communication and organizational skills
• Ability to manage priorities and lead in a
  - paced environment
• High customer orientation and
  - solving mindset

What You’ll Get in Return

• Opportunity to work in a reputable financial institution with a strong IT backbone
• A collaborative and structured work environment
• Exposure to
  - specific IT operations and compliance standards
• Professional development through training and certifications
• Flexible working arrangements and a focus on
  - life balance

What You Need to Do Now

Interested in this opportunity? Click 'apply now' to submit your CV, or reach out to our Digital Technology team at +351 21 782 6560 or via email at marta. leitao@hays. pt to learn more.