Service Desk - Team Lead

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

Education and Experience

• Bachelor Degree in an IT Field is desirable

Benefits

• Health Insurance
• Flexible working

Job Reference: HC722