Service Desk Lead Lisboa

Service Desk Lead
Lisboa
Lisboa, Lisboa, Portugal

Findmore Consulting S. A. is an Information Technology consulting company founded in 2006, with over 400 consultants. We support major projects across Portugal and Europe, offering services in infrastructure and cloud, software development, and agile methodologies.

We are looking for skilled and
- driven professionals to join our growing team!

Key Responsibilities:

• Lead, mentor, and coordinate the service desk team to deliver
  - quality support services.
• Monitor and manage daily service desk operations, including ticket handling, incident resolution, and escalation processes.
• Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction.
• Act as the first point of escalation for complex technical issues and service requests.
• Collaborate with other IT teams to resolve problems and implement solutions.
• Develop and maintain knowledge base articles, documentation, and training materials.
• Analyze service desk performance metrics and produce regular reports for management.
• Drive process improvements and implement best practices to enhance service efficiency.
• Support change management and project initiatives impacting the service desk.
• Provide
  - on technical support when necessary.

Qualifications:

• Proven experience in a service desk or IT support role, with at least [X] years in a leadership or supervisory position.
• Strong knowledge of IT service management (ITSM) principles and tools (e. G. , ITIL framework, ticketing systems).
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a
  - paced environment.
• Problem-solving mindset with a focus on customer service excellence.
• Technical proficiency in [list relevant technologies, e. G. , Windows OS, networking, hardware troubleshooting, etc. ].
• Relevant certifications (e. G. , ITIL Foundation, Comp
  TIA A+, Microsoft certifications) are a plus.

Additional Requirements

• Fluent in English;
  
  
  
  
• Strong
  - solving skills and ability to simplify complex technical issues;
  
  
  
  
• Customer-oriented mindset and commitment to service delivery;
  
  
  
  
• Availability towork within the EU.