IT Service Desk Team Leader – Europe

About the role

The European IT Service Desk Team Leader will own daily operations, team performance and service delivery for the IT Service Desk across Europe. You will build a high‑performance culture from the ground up while ensuring seamless support coverage with global teams.

Key responsibilities

• Recruit, onboard and train new service desk members, establishing a high‑performance culture.
• Lead, mentor and manage the daily workload of the European support team.
• Drive metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
• Collaborate with APAC and Americas Team Leads to align on global IT workflows and ensure smooth ticket hand‑overs.
• Serve as the primary point of contact for European business units and local IT staff, gathering feedback and balancing compliance with productivity.
• Act as the frontline escalation point for major incidents, coordinate rapid fixes and support root‑cause analysis.
• Monitor support trends, ticket volumes and recurring issues, providing data‑driven insights to the Global Service Desk Manager.

Required profile

• 5+ years of experience in IT Service Management or IT Support.
• 2–3 years of proven leadership of a service desk team in a multinational environment.
• Bachelor’s degree in Computer Science, Information Technology or equivalent practical experience.
• Working knowledge of ITIL/ITSM frameworks; ITIL Foundation certification is a strong plus.
• Excellent written and spoken English.
• Demonstrated ability to coach, motivate and develop technical support staff.
• Strong tactical skills to adapt global directives to European needs.
• Resilient and structured when handling critical system outages.

Required skills

• ITIL/ITSM framework implementation (Change Management, Incident Management, Service Transition).
• Enterprise ticketing platforms.
• Hands‑on expertise with workplace technology.

What we offer

• Opportunity to shape a new European service desk function.
• Collaboration with global IT leaders.
• Competitive compensation and benefits package.