Service Desk Team Lead

We are looking for an experienced Service Desk Team Lead to coordinate the daily activities of a Level 1 IT Service Desk in an international environment. The ideal candidate will lead a team of support analysts, ensure SLA compliance, manage escalations, initiate and support continuous improvement initiatives, maintain a collaborative attitude with the client, and contribute to the adoption of AI-based service management capabilities.

Main Responsibilities

• Coordination and organization of the daily activities of the Service Desk team.
• Monitoring ticket queues, workload distribution, and service performance.
• Management of operational escalations and client communication.
• Ensuring compliance with SLAs, KPIs, and quality standards.
• Collaboration with Level 2/Level support teams.
• Preparation of operational reports and materials for service reviews.
• Support for service improvement initiatives, automation, and knowledge management.
• Guidance, mentoring, and professional development of Service Desk analysts.

Required Skills and Experience

• Minimum 5 years of experience in IT Service Desk / Help Desk environments.
• Minimum 2 years of experience in coordinating or supervising support teams.
• Solid practical experience with ServiceNow ITSM, including:
• • Incident Management
  • Request Management
  • Knowledge Management
  • SLA Monitoring
  • Reporting and Dashboards
  • Escalation Management
• Solid understanding of ITIL best practices.
• Experience working in KPI and SLA-driven environments.
• Solid client communication skills and stakeholder relationship management.
• Excellent communication and organizational skills.

AI and Modern Capabilities for Service Desk

• Knowledge of Microsoft Copilot and AI technologies applied in IT Service Management.
• Understanding of AI use cases, such as:
• • Ticket summarization
  • Generation of knowledge base articles
  • Automation of Service Desk activities
  • Operational analysis and reporting
• Ability to identify and implement opportunities to increase service efficiency through AI and automation.

Technical Knowledge

• Microsoft 365
• Microsoft Teams
• Windows 10/11

Foreign Languages

• English: C1–C2

Advantageous

• ServiceNow Certification.
• ITIL Foundation Certification.
• Experience with Microsoft Copilot, Copilot Studio, Power Platform, or AI capabilities within ServiceNow.
• Experience in international support environments, using multiple languages.

Ideal Candidate Profile

A proactive, client-oriented leader with solid ServiceNow expertise, excellent communication skills, and a genuine interest in utilizing AI and automation to modernize Service Desk operations, increase support agent productivity, and improve user satisfaction.