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6 дней назад

Helpdesk Operations Team Lead

Формат работы
hybrid
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Greece
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Helpdesk Operations Team Lead (IT Infrastructure): Leading a global help desk team and improving technical support operations with an accent on SLA performance, workflow optimization, and complex infrastructure issue resolution. Focus on mentoring support engineers, coordinating with systems, networking, and InfoSec teams, and driving service quality across a 24/7 operation.

Location: Athens, Greece; hybrid way of working

Company

hirify.global is a GameTech company powering Betano and operating across 20 markets with more than 2,700 employees.

What you will do

  • Lead and manage help desk engineers in a global 24/7 operation.
  • Set performance goals, provide feedback, conduct evaluations, and support professional development.
  • Ensure timely and effective technical support for end users.
  • Optimize workflows, establish new processes, and improve issue resolution and customer satisfaction.
  • Monitor SLA metrics, analyze performance trends, and implement service-quality improvements.
  • Escalate complex infrastructure issues and coordinate resolution with systems, networking, InfoSec, management, and other department leaders.

Requirements

  • At least 3 years of experience in help desk or IT technical support.
  • Previous leadership or supervisory experience with the ability to manage and motivate a team.
  • Strong technical aptitude and familiarity with relevant technologies and tools.
  • Excellent written and verbal communication, problem-solving, organizational, prioritization, and delegation skills.
  • Ability to work effectively under pressure in a rapidly changing environment.
  • Adaptability, attention to detail, and strong mentoring and leadership abilities.

Nice to have

  • Bachelor’s degree in a relevant field or equivalent work experience.
  • ITIL certification.

Culture & Benefits

  • Hybrid way of working.
  • Private health insurance for employees and families.
  • Competitive pay and bonus scheme.
  • Buddy support during onboarding.
  • Developmental 360-degree feedback framework.
  • Unlimited Udemy access and continuous training.

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