IT Service Desk Team Leader - Europe

the Team Lead of Europe is responsible for the daily operations, team performance, and service delivery of the IT Service Desk within the European region.

Stará Turá, Slovakia

Full-time

BizLink Industry Slovakia Spol. s.r.o.

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Key Responsibilities:

Actively drive the recruitment, onboarding, and training of the European service desk members, establishing a high-performance culture from scratch.
Lead, mentor, and manage the European IT support team´s daily workload.
Drive team performance to meet and exceed key metrics, including Mean Time to Resolution (MTTR), First Contact Resolution (FCR), and Customer Satisfaction (CSAT).
Work closely with the APAC Team Lead to mirror successful, proven operational standards and quickly adopt existing global IT workflows.
Break down regional silos. Coordinate seamlessly with the Team Leads of APAC and the Americas to ensure smooth ticket hand-overs and continuous support coverage across global time zones.
Act as the primary, day-to-day point of contact for European business entities and local IT staff.
Gather local feedback, anticipate user resistance during rollouts, and balance global IT compliance with European business productivity.
Act as the frontline escalation point for major IT incidents within the European region.
Coordinate quick technical fixes, minimize local business disruption, and assist in root-cause analysis (RCA) to prevent recurring issues.
Monitor European support trends, ticket volumes, and recurring technical glitches.
Provide regular data-driven insights and operational reports to the Global Service Desk Manager to flag systemic risks early.

Job Requirements

Over 5 years of solid experience in IT Service Management (ITSM) / IT Support, with at least 2-3 years of proven experience leading or supervising a service desk team within a multinational or fast-paced corporate environment.
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
Practical, working knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a strong plus), particularly in Change Management, Incident Management, and Service Transition execution.
Excellent command of English (both written and spoken).
Proven ability to coach, motivate, and develop technical support staff, fostering a highly responsive, empathetic, and customer-centric culture.
Strong tactical skills; able to take global IT directives and adapt them into realistic, workable solutions that fit the unique needs of European offices and factories.
Highly skilled at bridging the gap between technical engineering teams and non-technical business colleagues, managing local expectations smoothly during major IT changes.
Hands-on expertise with enterprise ticketing platforms and a solid grasp of workplace technology.
Resilient and structured when dealing with critical system outages, keeping local stakeholders informed while driving the technical team toward a fix.

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