Role: Service Desk Lead Job type: PermanentCompany type: End clientSalary: to €75.000 + BonusWork Type: Fully Remote in SpainWhat you'll be doingWe’re hiring a Service Desk Lead to join our client’s global Technology team and lead excellence across their Tier 2 Global Service Desk. In this key role, you’ll ensure effective incident resolution, problem management, and service request fulfillment, all aligned with ITIL best practices.As a technical leader, you'll act as the bridge between Tier 1 and Tier 3 support, driving process improvements and proactive support strategies to maintain high customer satisfaction.You’ll mentor engineers, manage escalations, and work cross-functionally to boost service quality, enhance efficiency, and support automation efforts in collaboration with other tech teams.Success in this role requires strong technical knowledge, proven leadership, and a deep understanding of ITIL frameworks.Key ResponsibilitiesLead 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 improvementsWhat we look for in you5+ years in IT Service Desk / End-User Support, including 2+ years in a leadership roleSolid knowledge of the ITIL frameworkSkilled in incident, problem, and change managementHands-on support experience across Windows, macOS, and LinuxStrong grasp of networking fundamentals (TCP/IP, VPN, DNS, DHCP, firewalls)Experience with enterprise ticketing tools like ServiceNow or JiraFamiliar with monitoring tools (Grafana, Prometheus) and event management systemsProven team leadership and mentoring abilitiesEffective under pressure with strong problem-solving skillsExcellent communicator—able to bridge technical and non-technical teamsCustomer-first mindset with a drive for high-quality IT supportStrong analytical skills to spot trends and drive continuous improvementWhat You Need To Do NextIf this role sounds interesting, and you think you have the required experience, please contact me directly.Email: cristian@weareconcentric.com | Follow meConcentric Recruitment is a boutique recruitment firm with clients across Europe.For the latest jobs and career opportunities follow our LinkedIn page.