Team Lead IT Service Desk Bucharest

Team Lead IT Service Desk
Bucureşti
Bucharest, Bucharest, Romania

Team Lead IT Service Desk

We are looking for a motivated and experienced Team Leader to join our 24/7 1^st Line Service Desk team. The role involves coordinating the 1^st Line Service Desk team who provide
-
- day user support and incident handling across our organization.

As part of main responsibilities, you will make sure the team delivers quality service, meets SLA targets, and continuously improves in efficiency, communication, and technical
- how.

You will:

• Coordinate and guide the 1st Line Service Desk team in their daily activity.
• Monitor incident handling and ensure all tickets are triaged and resolved within SLA.
• Review team performance and implement improvements where needed.
• Support and coach engineers to develop their technical and customer service skills.
• Manage schedules, shifts, and team workload to ensure proper coverage.
• Act as an escalation point for complex or
  - impact incidents/tickets.
• Prepare and share regular KPI and performance reports with management.

We Offer:

• Naturally, you will receive a salary that matches your work experience
• Meal tickets
• Private medical subscription
• 20% discount on all vida
  XL products
• Vacation vouchers
• Discount on ESX Subscription
• Massage at the office
• Opportunities to develop yourself
• 23 vacation days per year

We ask:

• Minimum 3 years experience in a Service Desk or IT Support environment
• Previous team leading or coordination experience
• Good understanding of Incident management process and ticketing systems
• Strong organizational and
  - solving skills
• Proactive attitude and sense of responsibility
• Fluent in English (spoken and written)
• Flexible mindset – willing to step in and support the team when needed.