IT Service Desk Team Leader – Europe

About the role

The IT Service Desk Team Leader for Europe will report to the Global Service Desk Manager and oversee daily operations, team performance, and service delivery across the European region. You will build the European support hub from the ground up, hiring and onboarding staff while ensuring alignment with global IT standards.

Key responsibilities

• Drive recruitment, onboarding, and training of European service desk members to create a high‑performance culture.
• Lead, mentor and manage the daily workload of the European IT support team, meeting metrics such as MTTR, FCR and CSAT.
• Collaborate with APAC and Americas Team Leads to adopt proven operational standards and global IT workflows.
• Coordinate ticket hand‑overs across regions to maintain continuous support coverage.
• Serve as the primary point of contact for European business units, gathering feedback and balancing global compliance with local productivity.
• Act as the frontline escalation point for major IT incidents, coordinating rapid fixes and supporting 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 experience leading or supervising a service desk team in a multinational environment.
• Bachelor’s degree in Computer Science, Information Technology or a related field, or equivalent practical experience.
• Working knowledge of ITIL/ITSM frameworks; ITIL Foundation certification is a strong plus.

Required skills

• Microsoft Windows (advanced)
• IT Service Management (advanced)
• Root‑cause analysis (advanced)
• ITIL framework knowledge