Service Desk Senior Team Leader

Claranet limited; Lisboa; On-site; EUR 40,000 - 55,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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;

Skills

ITIL processes

ITSM tools

SLA/KPI management

Leadership

Client-facing

Communication

Operational reporting

Shift planning

Banking/regulatory

Tools

ServiceNow

Remedy

Power BI

Excel

Job description

We're fast learners, hard workers, natural collaborators...and we Make ModernHappen !

Our ambition is to unlock the potential of our digital world so thatorganisations everywhere can innovate and thrive securely. We aim to achieve this goal by bringing together the world’s most talentedpeople and the most powerful technologies, combining them to address ourcustomers' challenges and to build something stronger together.

Right now, we are looking for a Service Desk Senior TeamLeader to integrate our internal team, based in Lisbon.

Your responsibilities include:

• Leading a Service Desk team dedicated to a client in thefinancial sector;


• Managing day-to-day operations: queue and ticket management, workloaddistribution, 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 inperiodic service meetings;


• Producing operational reporting and analysing trends, recurring incidents andimprovement opportunities;


• Managing escalations;


• Coaching, developing and evaluating team members (onboarding, training,performance reviews, 1:1s);


• Maintaining and updating the knowledge base, procedures and operationaldocumentation;


• Ensuring compliance with the security, confidentiality and regulatoryrequirements of a banking environment;

You must have:

• Solid knowledge of ITIL processes;


• Experience with ITSM tools (e.g. ServiceNow, Remedy) and SLA/KPI management;


• Strong leadership, people management and conflict resolution skills;


• Excellent communication skills and a client-facing attitude, with the abilityto manage escalations;


• Organisational skills and capacity to work under pressure in criticalenvironments.

We value:

• Previous experience in the financial/banking sector or in highly regulatedenvironments;


• Knowledge of reporting and analysis tools (Excel, Power BI);


• Experience in transition / knowledge-transfer processes between teams;


• Knowledge of Microsoft 365, Active Directory and Workplace support;


• Experience in outsourcing contexts with multiple stakeholders (client andpartner).

We offer:

• Salary package according to the function to be performed andwith demonstrated experience;


• Career development and certification programs.


• Balanced and Friendly work environment.


• Integrate the biggest IT MSP operating in Portugal byrevenue.