Role: Service Desk Lead
Job type: Permanent
Company type: End client
Salary: to €75.000 + Bonus
Work Type: Fully Remote in Spain
What you'll be doing
We’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 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
What we look for in you
* 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
What You Need To Do Next
If this role sounds interesting, and you think you have the required experience, please contact me directly.
Email: cristian@weareconcentric.com | Follow me
Concentric Recruitment is a boutique recruitment firm with clients across Europe.
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