Service Desk Team Leader (Supervisor) – Porto (On-site)
Core
Lead and support a Service Desk team to ensure efficient handling of incidents and service requests while maintaining high performance and SLA compliance.
Role type
Service Desk Team Leader (Supervisor)
Builds
Service Desk operations and incident resolution workflows
Domain
IT Service Management / Support Operations
Deliverable
dashboards & analysis
Required skills
ITIL best practices, service level management, Windows 11 environment management, Chrome OS environment management, reporting and monitoring tools, Service Desk metrics analysis, team scheduling, incident handling, process optimization, corrective action implementation, team onboarding and training
Preferred skills
Stakeholder management, risk identification and mitigation, problem-solving in demanding environments
Responsibilities
Lead and support the Service Desk team, Ensure compliance with agreed SLAs and service levels, Plan and manage team schedules, Develop dashboards and performance reports, Monitor, analyze, and continuously optimize processes, Identify improvement opportunities and implement corrective actions, Onboard and train new team members
Seniority
Mid-Senior, hands-on IC with management responsibilities
