Senior Service Desk Lead — ITIL & SLA Excellence

Claranet Portugal; Lisboa; Presencial; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career development

Certification programs

Balanced and friendly work environment

Descripción de la vacante

Claranet Portugal is seeking a Service Desk Senior Team Leader to join our Lisbon-based internal team. You will lead a Service Desk for a financial sector client, manage daily operations, ensure SLA/KPI compliance, and drive continuous improvement. Strong ITIL knowledge, hands-on ITSM tool experience, and excellent client-facing communication are essential.

Ideal candidates will coach the team, manage escalations, and ensure regulatory and security standards within a banking environment.

Formación

• ITIL processes knowledge required.
• Experience with ITSM tools and SLA/KPI management.
• Strong leadership and people management abilities.
• Excellent communication with a client-facing attitude.
• Organisational skills and ability to work under pressure in critical environments.

Responsabilidades

• Lead a Service Desk team dedicated to a client in the financial sector.
• Oversee day-to-day operations: queue management, workload distribution, shift planning.
• Ensure SLA, KPI and quality compliance and drive corrective actions.
• Act as main operational point of contact and participate in service meetings.
• Produce operational reporting and analyse trends and incidents.
• Coach, develop and evaluate team members; manage onboarding and performance reviews.
• Maintain and update knowledge base and procedures.
• Ensure security, confidentiality and regulatory compliance in banking.

Conocimientos

ITIL knowledge

Leadership

Communication skills

Client-facing

Organisational skills

Coaching / people development

Herramientas

ServiceNow

Remedy

Excel

Power BI

Microsoft 365

Active Directory

Descripción del empleo

Claranet Portugal is seeking a Service Desk Senior Team Leader to join our Lisbon-based internal team. You will lead a Service Desk for a financial sector client, manage daily operations, ensure SLA/KPI compliance, and drive continuous improvement. Strong ITIL knowledge, hands-on ITSM tool experience, and excellent client-facing communication are essential.

Ideal candidates will coach the team, manage escalations, and ensure regulatory and security standards within a banking environment.