IT Service Desk Team Leader – Europe

About the role

We are looking for an experienced IT Service Desk Team Leader to build and lead a high‑performance European support team from the ground up. You will act as the primary point of contact for European business units, ensuring seamless ticket hand‑overs across global time zones and driving exceptional service quality.

Key responsibilities

• Recruit, onboard, and train European service desk members, establishing a high‑performance culture.
• Lead daily workload management, coaching staff and monitoring key metrics such as MTTR, FCR and CSAT.
• Collaborate with APAC and Americas team leads to align on global IT workflows and ensure 24/7 coverage.
• Serve as the escalation point for major incidents, coordinate rapid fixes, and support root‑cause analysis.
• Track support trends, ticket volumes, and recurring issues; provide data‑driven reports to the Global Service Desk Manager.

Required profile

• 5+ years of IT Service Management experience, with 2‑3 years leading a service desk in a multinational environment.
• Bachelor’s degree in Computer Science, IT or related field, or equivalent practical experience.
• Strong English communication skills, both written and spoken.
• Proven ability to coach and develop technical support staff.

Required skills

• Practical knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a plus).
• Experience with Change Management, Incident Management and Service Transition processes.
• Hands‑on expertise with enterprise ticketing platforms.
• Solid understanding of workplace technology and its support requirements.

What we offer

• Opportunity to shape a new European service desk from scratch.
• Collaborative, global IT environment with clear career progression.
• Competitive compensation package.