Helpdesk Team Lead – IT Support Management

About the role

We are seeking an experienced IT Helpdesk Team Lead to lead a dynamic helpdesk team for a large industry‑leading client. The role involves overseeing daily operations, ensuring service quality and compliance with internal and regulatory standards.

Key responsibilities

• Oversee daily operations to ensure service quality, efficiency, and compliance.
• Manage and improve IT Service Management (ITSM) processes, including incident, problem, and change management.
• Lead, coach, and manage a team of IT Support, fostering a high‑performance, collaborative culture.
• Ensure stability, performance, and availability of IT systems and infrastructure, coordinating with internal teams and external vendors.
• Drive continuous improvement initiatives to enhance operational processes, system performance, and customer experience.
• Build and maintain strong relationships with clients and stakeholders to ensure high satisfaction and service delivery.

Required profile

• 3+ years of relevant experience in IT Technical Support with a focus on IT Service Management (ITSM).
• Hands‑on experience with IT infrastructure such as networks, servers, or end‑user support environments.
• Proven leadership and people‑management skills with the ability to motivate and develop teams.
• Strong customer orientation with experience in business development and client relationship management.
• Proactive, self‑motivated and able to perform effectively in a fast‑paced environment.

Required skills

• IT Service Management (ITSM)
• Network infrastructure
• Server administration
• End‑user support