Service Desk Lead

buscojobs España; Comunidad Valenciana; A distancia; EUR 60.000 - 75.000; Jornada completa

Descripción de la vacante

A leading company is seeking a Service Desk Lead to join their global Technology team. This role involves leading a Tier 2 Service Desk, ensuring effective incident resolution, and driving process improvements. The ideal candidate will have strong ITIL knowledge, proven leadership skills, and a customer-first mindset.

Formación

• 5+ years in IT Service Desk / End-User Support, including 2+ years in a leadership role.
• Solid knowledge of the ITIL framework.
• Hands-on support experience across Windows, macOS, and Linux.

Responsabilidades

• Lead and manage the Tier 2 IT Service Desk team.
• Ensure incidents are resolved quickly using ITIL best practices.
• Drive automation and self-service tools to reduce manual work.

Conocimientos

Leadership

Problem Solving

Communication

Analytical Skills

Customer Service

Herramientas

ServiceNow

Jira

Grafana

Prometheus

Descripción del empleo

Role: Service Desk Lead

Job type: Permanent

Company type: End client

Salary: to €75.000 + Bonus

Work Type: Fully Remote in Spain

What you'll be doing

We’re hiring a Service Desk Lead to join our client’s global Technology team and lead excellence across their Tier 2 Global Service Desk. In this key role, you’ll ensure effective incident resolution, problem management, and service request fulfillment, all aligned with ITIL best practices.

As a technical leader, you'll act as the bridge between Tier 1 and Tier 3 support, driving process improvements and proactive support strategies to maintain high customer satisfaction. You’ll mentor engineers, manage escalations, and work cross-functionally to boost service quality, enhance efficiency, and support automation efforts in collaboration with other tech teams.

Success in this role requires strong technical knowledge, proven leadership, and a deep understanding of ITIL frameworks.

Key Responsibilities

1. Lead and manage the Tier 2 IT Service Desk team, delivering fast, high-quality support.
2. Be the main point of contact for complex technical issues before escalating to Tier 3.
3. Ensure incidents are resolved quickly and properly, using ITIL best practices.
4. Work closely with Tier 1 and Tier 3 teams to ensure smooth handoffs and clear escalation paths.
5. Improve how we handle service requests, incidents, problems, and changes.
6. Keep processes efficient—aiming for faster responses and better service quality.
7. Maintain and improve the knowledge base and support documentation.
8. Drive automation and self-service tools to reduce manual work and repetitive tickets.
9. Track and analyze performance metrics to find ways to improve efficiency.
10. Mentor and support Tier 2 engineers with training and growth opportunities.
11. Run regular reviews, team check-ins, and knowledge-sharing sessions.
12. Build a supportive, high-performing team environment.
13. Act as the link between the Service Desk and the business to align support with user needs.
14. Communicate clearly with users and stakeholders during incidents or outages.
15. Use customer feedback to improve the support experience.
16. Share ideas and insights for ongoing service improvements.

What we look for in you

• 5+ years in IT Service Desk / End-User Support, including 2+ years in a leadership role
• Solid knowledge of the ITIL framework
• Skilled in incident, problem, and change management
• Hands-on support experience across Windows, macOS, and Linux
• Strong grasp of networking fundamentals (TCP/IP, VPN, DNS, DHCP, firewalls)
• Experience with enterprise ticketing tools like ServiceNow or Jira
• Familiar with monitoring tools (Grafana, Prometheus) and event management systems
• Proven team leadership and mentoring abilities
• Effective under pressure with strong problem-solving skills
• Excellent communicator—able to bridge technical and non-technical teams
• Customer-first mindset with a drive for high-quality IT support
• Strong analytical skills to spot trends and drive continuous improvement

What You Need To Do Next

If this role sounds interesting, and you think you have the required experience, please contact me directly.

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Concentric Recruitment is a boutique recruitment firm with clients across Europe.

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