Lead, Service Desk & Workplace Experience

Allianz Portugal

Lisboa

On-site

EUR 60,000 - 90,000

Full time

2 days ago

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Job summary

Allianz Portugal is seeking a seasoned Lead for the Service Desk & Workplace Support to drive operations, incident handling and end-user experience. You will own performance dashboards and coordinate with AzTech partners to ensure stable IT service levels.

The role requires 5+ years in service desk, 2+ years leading teams, and strong skills in Windows, M365, device management, and cross-functional collaboration. Fluency in Portuguese and English is essential.

Qualifications

5+ years in Service Desk / Workplace Support roles.
At least 2 years leading teams.
Strong command of incident/request/problem/change processes.
Proven experience leading frontline support operations and improving SLA performance.
Understanding of workplace technologies (Windows, M365, mobile device management, hardware lifecycle).
Excellent communication in Portuguese and English.

Responsibilities

Lead the Service Desk (SPOC) Operations and daily service delivery.
Ensure incidents/requests are logged, categorized, tracked and closed with customer acceptance.
Monitor queues, escalations, and communication quality; maintain transparency with end-users.
Coordinate with AzTech for escalations, onsite support and contract adherence.
Oversee Workplace Support: devices, collaboration tools, and basic connectivity issues.
Own performance dashboards: incident response, MTTR, backlog health and service availability.
Implement shift-left and self-service improvements; expand knowledge bases.
Lead, mentor and develop a multi-disciplinary team; foster a customer-centric culture.
Drive continuous improvement and employee experience initiatives with HR, Facilities and Security.