Team Lead, Helpdesk

Job summary

The role involves leading a 1st Level Support team within the IT Helpdesk, focusing on delivering high-quality support to stores and administrative staff. The position offers an opportunity to shape a newly aligned organization while fostering a collaborative and efficient work environment.

Qualifications

• Experience in IT support or helpdesk environments, or leadership experience in service or operations with a strong technical background.
• Vocational training or a comparable technical qualification through practical experience.
• Proficient knowledge of Microsoft 365, Windows, networking, and helpdesk hardware/software.
• Good command of English for collaboration with international colleagues.
• Flexibility to work Monday to Friday from 08:00 to 17:00, with occasional Saturdays.

Responsibilities

• Provide professional and disciplinary leadership to the 1st Level Support team.
• Manage ticket and phone call handling to ensure optimal service quality.
• Coordinate major incidents, including escalation and communication.
• Continuously optimize processes within the team.
• Develop team members through coaching, training, and knowledge sharing.
• Collaborate with the Helpdesk organization, Retail, internal departments, and external partners.

Skills

• Leadership and team management.
• Strong technical aptitude in IT support.
• Excellent communication and collaboration skills.

Education

• Vocational training or equivalent technical qualification.

Tools

• Microsoft 365, Windows, networking tools, helpdesk software.