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Service Desk Team Leader (Supervisor) – Porto (On-site)

Inetum Portugal -
Porto

Candidatura rápida

Detalhes da oferta

1 650 € - 1 990 € por mês

Descrição completa da oferta

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:

Lead and support the Service Desk team, ensuring efficient handling of incidents and service requests
Ensure compliance with agreed SLAs and service levels
Plan and manage team schedules according to operational needs
Develop dashboards and performance reports
Monitor, analyze, and continuously optimize processes and procedures
Identify improvement opportunities and implement corrective actions
Onboard and train new team members, while continuously supporting the development of the current team
Foster a collaborative, high-performance team environment
Work closely with internal teams, clients, and partners

Qualificações

Minimum of 5 years’ experience in similar roles (team coordination/management within support environments)
Strong knowledge of ITIL best practices and service level management
Experience with Windows 11 and Chrome OS environments
Experience with reporting and monitoring tools
Familiarity with Service Desk metrics (SLA, KPI, etc.)
Strong leadership and team management skills
Excellent communication and stakeholder management
High level of organization and prioritization skills
Analytical mindset with a focus on continuous improvement
Proactive approach to risk identification and mitigation
Strong problem-solving skills in demanding environments

Informação adicional

Location: Porto
Work Model: On-site
Working Hours: 8 hours/day between 08:00 and 19:00 (depending on operational needs)
On-call duty: Yes

Candidatura rápida

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Service Desk Team Leader (Supervisor) – Porto (On-site)

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