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Service Desk Team Lead
leadtechBarcelona, Catalonia, ESHace 18 días
Tipo de contrato
- Quick Apply
Descripción del trabajo3–4 years in a similar role, with leadership or coaching experience. Spanish & English fluency required. Based in Barcelona, available to work on-site 1–2 days per week. Strong process-driven mindset — eager to measure, improve, optimize systems. Excellent analytical and problem-solving skills. Collaborative and transparent working style at all organizational levels. Proactive, innovative, and always seeking opportunities to enhance workflows. Solid technical knowledge : Ubuntu, Windows, macOS. Hands‑on experience with Azure and Google Workspace. Familiarity with ITIL or COBIT methodologies : formal certification is a plus, but practical application is essential. Customer-oriented, calm under pressure, optimistic, positive, empathetic communicator.
The Service Desk Team Lead works alongside the IT Service Ops Team Lead to refine the Helpdesk experience within our organization. You will help to define and optimize support processes, ensuring consistent, high-quality IT assistance across all regions and projects.
Key Responsibilities :
- Lead and mentor a team of four helpdesk technicians, balancing hands-on support (ticket handling, escalations) with coaching responsibilities
- Oversee daily helpdesk operations—manage ticket queues, backlog, SLA compliance, and incident escalation.
- Monitor key metrics (volume, resolution time, CSAT), generate reports, spot trends, and recommend improvements
- Continuously refine workflows, documentation, and knowledge base content to streamline support processes.
- Foster a customer-first culture—ensure your team delivers empathetic, professional, and effective support.
- Provide accurate product / service information and record events, problems, resolutions in logs.
- Capture end-user feedback and collaborate internally to improve IT services.
- Support onboarding / offboarding, hardware provisioning, and system configuration tasks as required.
Requirements
Requirements
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Team Lead • Barcelona, Catalonia, ES
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