Service Desk Senior Team Leader

Claranet Portugal; Lisboa; On-site; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Career development

Certification programs

Balanced and friendly work environment

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITIL knowledge

Leadership

Communication skills

Client-facing

Organisational skills

Coaching / people development

Tools

ServiceNow

Remedy

Excel

Power BI

Microsoft 365

Active Directory

Job description

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

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely.

We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

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

Your responsibilities include:

• 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;

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 ability to manage escalations;
• Organisational skills and capacity to work under pressure in critical environments.

We value:

• Previous experience in the financial/banking sector or in highly regulated environments;
• 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 and partner).

We offer:

• Salary package according to the function to be performed and with demonstrated experience;
• Career development and certification programs.
• Balanced and Friendly work environment.
• Integrate the biggest IT MSP operating in Portugal by revenue.