Senior Service Desk Lead – Banking ITIL & SLA (Lisbon)

Claranet limited; Lisboa; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

Claranet limited in Lisbon is seeking a Service Desk Senior Team Leader to integrate our internal team. You will lead a service desk for a client in the financial sector, manage daily operations, SLAs, KPIs and reporting.

You will mentor team members, coordinate shift coverage, and ensure security and regulatory requirements are met in a banking environment. Excellent leadership and communication are essential.

Qualifikationen

• Solid knowledge of ITIL processes, ITSM tools and KPI management.
• Experience leading a Service Desk or similar team in a regulated environment.
• Strong communication and client-facing skills.

Aufgaben

• Leading a Service Desk team dedicated to a client in the financial sector;
• Managing day-to-day operations: queue and ticket management, workload distribution, shift planning and coverage;
• Ensuring SLA, KPI and quality compliance (FCR, response/resolution times, customer satisfaction) and driving corrective actions;
• Acting as the main operational point of contact, including participation in periodic service meetings;
• Producing operational reporting and analysing trends, recurring incidents and improvement opportunities;
• Managing escalations;
• Coaching, developing and evaluating team members (onboarding, training, performance reviews, 1:1s);
• Maintaining and updating the knowledge base, procedures and operational documentation;
• Ensuring compliance with the security, confidentiality and regulatory requirements of a banking environment;

Kenntnisse

ITIL processes

ITSM tools

SLA/KPI management

Leadership

Client-facing

Communication

Operational reporting

Shift planning

Banking/regulatory

Tools

ServiceNow

Remedy

Power BI

Excel

Jobbeschreibung

Claranet limited in Lisbon is seeking a Service Desk Senior Team Leader to integrate our internal team. You will lead a service desk for a client in the financial sector, manage daily operations, SLAs, KPIs and reporting.

You will mentor team members, coordinate shift coverage, and ensure security and regulatory requirements are met in a banking environment. Excellent leadership and communication are essential.