We are looking for a Service Desk Team Lead to join an international manufacturing company and ensure the smooth day-to-day operation of their service desk and co-ordinate and handle incidents in a times manner.
What you'll be doing
Lead and mentor service desk analysts, overseeing performance, development, and daily workflow.
Manage incident, request, and problem processes in line with ITIL standards, ensuring SLA compliance.
Monitor KPIs, prepare performance reports, and analyse trends to drive service improvements.
Coordinate major incidents, ensuring effective communication, escalation, and timely resolution.
Maintain accurate data within the service management tool and support knowledge base and SOP updates.
Collaborate closely with customers, internal teams, and third parties to resolve issues and maintain high satisfaction.
Participate in customer meetings, root cause analysis, and continuous service improvement initiatives.
Support asset management activities, including stock, spares, and oversight of hardware and software investigations.
Requirements
2-3 years experience in the IT Sector, preferably in a Senior Service Desk Role
Experience with Jira & Microsoft Office is a plus
Excellent customer facing skills
Must be European or residing in Malta for the last 5 years
