Team Lead Global Service Desk

TL;DR

Team Lead Global Service Desk (IT Support): Establishing and leading a global IT service desk organization with an accent on people leadership, operational excellence, and continuous improvement. Focus on building high-performing teams, managing stakeholder expectations, and ensuring service delivery against defined KPIs.

Location: Must be based in Érd, Hungary (Hybrid role with 60% home office possibility).

Company

hirify.global is a leading global research and development center specializing in powertrain systems for the automotive and heavy machinery industries.

What you will do

• Build, lead, and coach a high-performing, service-oriented global service desk team.
• Take ownership of the operational setup and excellence of the global service desk.
• Manage resource planning, staff allocation, and fluctuation to ensure efficient service coverage.
• Drive knowledge transfer and support the onboarding of new team members.
• Collaborate with global teams, external providers, and business partners to manage escalations.
• Monitor performance metrics and implement improvements to ensure high customer satisfaction.

Requirements

• Several years of professional experience in IT Service Desk management at a Team Lead level.
• Proficiency in English and German.
• ITIL certification beyond Foundation level is mandatory.
• Experience with ITSM tools such as Jira Service Management or ServiceNow.
• Strong leadership, communication, and customer-focused skills.
• Willingness to perform regular collaboration visits to headquarters.

Nice to have

• Experience in creating and managing shift schedules.

Culture & Benefits

• Flexible working time with 60% home office policy.
• Group accident and private medical insurance.
• Travel reimbursement and international project opportunities.
• On-site fitness room and restaurant facilities.