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Helpdesk Operations Team Lead

45 minutes ago
Greece
Senior
Operations Manager
Customer and Technical Support
Apply Now
Kaizen Gaming

Kaizen Gaming

Kaizen Gaming is a leading GameTech company in Greece and Europe, focusing on sports betting, in-play sports, mobile sports products, and marketing campaigns. Awarded Southern European Operator of the Year and Casino Operator of the Year, we strive to ...

Hotels, Restaurants & Leisure
1K-5K
Founded 2012
View All Jobs 8

Description

  • Lead and manage a global help desk team, including goal setting, feedback, and performance evaluations.
  • Ensure timely and effective technical support for end users.
  • Optimize existing workflows and establish new processes to improve issue resolution and customer satisfaction.
  • Monitor SLA metrics, analyze trends, and implement actions to improve productivity and service quality.
  • Act as an escalation point for complex infrastructure and customer issues, coordinating with sys, networking, InfoSec, and management teams.
  • Support onboarding and ongoing skill development for new and existing team members.
  • Foster a positive, inclusive team culture and hold regular team meetings to align goals and encourage idea sharing.
  • Collaborate with other department leaders to ensure smooth cross-functional coordination.
  • Prepare and present regular performance reports and recommendations to senior management.
  • Balance relationships between in-house and outsourced employees to support a seamless employee experience.

Requirements

  • 3+ years of experience in help desk or IT technical support roles.
  • Previous experience in a leadership or supervisory role.
  • Strong technical aptitude and familiarity with relevant technologies and tools.
  • Ability to perform well under pressure in a rapidly growing environment.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills and attention to detail.
  • Strong organizational skills with the ability to prioritize and delegate effectively.
  • Adaptability and flexibility in a fast-paced, evolving environment.
  • Leadership qualities with the ability to inspire, mentor, and guide team members.
  • Bachelor's degree in a relevant field or equivalent work experience is preferred.
  • ITIL certification is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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