Descrição da empresa
Inetum is a global leader in IT services, dedicated to providing innovative solutions to our clients. We are committed to fostering a dynamic, inclusive workplace that values diversity, where creativity and collaboration thrive. We operate in 19 countries with more than 28,000 employees worldwide.
If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you! Come be Inetum!
Descrição do emprego
We are looking for an experienced Team Leader to coordinate a Service Desk team, ensuring high performance, service quality, and SLA compliance. If you bring strong leadership skills, operational focus, and thrive in dynamic environments, this opportunity is for you.
Responsibilities:
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Lead and support the Service Desk team, ensuring efficient handling of incidents and service requests
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Ensure compliance with agreed SLAs and service levels
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Plan and manage team schedules according to operational needs
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Develop dashboards and performance reports
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Monitor, analyze, and continuously optimize processes and procedures
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Identify improvement opportunities and implement corrective actions
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Onboard and train new team members, while continuously supporting the development of the current team
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Foster a collaborative, high-performance team environment
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Work closely with internal teams, clients, and partners
Qualificações
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Minimum of 5 years’ experience in similar roles (team coordination/management within support environments)
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Strong knowledge of ITIL best practices and service level management
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Experience with Windows 11 and Chrome OS environments
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Experience with reporting and monitoring tools
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Familiarity with Service Desk metrics (SLA, KPI, etc.)
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Strong leadership and team management skills
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Excellent communication and stakeholder management
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High level of organization and prioritization skills
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Analytical mindset with a focus on continuous improvement
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Proactive approach to risk identification and mitigation
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Strong problem-solving skills in demanding environments
Informação adicional
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Location: Porto
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Work Model: On-site
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Working Hours: 8 hours/day between 08:00 and 19:00 (depending on operational needs)
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On-call duty: Yes
