Helpdesk Operations Team Lead
On-siteAthens, Attica, Greece
Job Summary
Lead and manage a team of help desk engineers, setting clear performance goals, providing regular feedback, and conducting evaluations to drive team performance in a 24/7 global operation. Ensure timely technical support delivery, optimize workflows, and monitor SLA metrics to enhance productivity. Act as a point of escalation for complex infrastructure issues, collaborate with cross-functional teams, and prepare regular reports for senior management. Balance relationships between in-house and outsourced employees while fostering an inclusive culture through mentorship and team meetings. Requires 3+ years of helpdesk experience and leadership skills; based in Europe with global coverage.
Required Qualifications
- Proven experience (3+ years) in a help desk or in an IT technical support role
- Previous experience in a leadership or supervisory role
- Strong technical aptitude
- Familiarity with relevant technologies/tools
- Ability to function well in pressure situations
- Ability to function well in a rapidly grown environment
- Excellent communication skills, both verbal and written
- Ability to interact with clients and team members in a professional and empathetic manner
- Problem-solving skills
- Keen attention to detail
- Ability to analyze complex issues to identify underlying causes
- Strong organizational skills
- Ability to prioritize and delegate tasks effectively
- Adaptability and flexibility
- Ability to thrive in a fast-paced and evolving environment
- Leadership qualities including the ability to inspire, mentor, and guide team members toward achieving common goals
Desired Qualifications
- Bachelor's degree in relevant field
- ITIL certification
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