Service Desk Lead
Job Type: Permanent
Company Type: End Client
Salary: to €75,000 + Bonus
Work Type: Fully Remote in Spain
Key Responsibilities:
* Lead and manage the Tier 2 IT Service Desk team, delivering fast, high-quality support.
* Be the main point of contact for complex technical issues before escalating to Tier 3.
* Ensure incidents are resolved quickly and properly, using ITIL best practices.
* Work closely with Tier 1 and Tier 3 teams to ensure smooth handoffs and clear escalation paths.
* Improve how we handle service requests, incidents, problems, and changes.
* Keep processes efficient—aiming for faster responses and better service quality.
* Maintain and improve the knowledge base and support documentation.
* Drive automation and self-service tools to reduce manual work and repetitive tickets.
* Track and analyze performance metrics to find ways to improve efficiency.
* Mentor and support Tier 2 engineers with training and growth opportunities.
* Run regular reviews, team check-ins, and knowledge-sharing sessions.
* Build a supportive, high-performing team environment.
* Act as the link between the Service Desk and the business to align support with user needs.
* Communicate clearly with users and stakeholders during incidents or outages.
* Use customer feedback to improve the support experience.
* Share ideas and insights for ongoing service improvements
Requirements:
* 5+ years in IT Service Desk / End-User Support, including 2+ years in a leadership role
* Solid knowledge of the ITIL framework
* Skilled in incident, problem, and change management
* Hands-on support experience across Windows, macOS, and Linux
* Strong grasp of networking fundamentals (TCP/IP, VPN, DNS, DHCP, firewalls)
* Experience with enterprise ticketing tools like ServiceNow or Jira
* Familiar with monitoring tools (Grafana, Prometheus) and event management systems
* Proven team leadership and mentoring abilities
* Effective under pressure with strong problem-solving skills
* Excellent communicator—able to bridge technical and non-technical teams
* Customer-first mindset with a drive for high-quality IT support
* Strong analytical skills to spot trends and drive continuous improvement