Service Desk Team Leader (Supervisor) – Porto (On-site)

We are looking for an experienced Team Leader to coordinate a Service Desk team, ensuring high performance, service quality, and SLA compliance. If you bring strong leadership skills, operational focus, and thrive in dynamic environments, this opportunity is for you.

Responsibilities:

• Lead and support the Service Desk team, ensuring efficient handling of incidents and service requests
• Ensure compliance with agreed SLAs and service levels
• Plan and manage team schedules according to operational needs
• Develop dashboards and performance reports
• Monitor, analyze, and continuously optimize processes and procedures
• Identify improvement opportunities and implement corrective actions
• Onboard and train new team members, while continuously supporting the development of the current team
• Foster a collaborative, high-performance team environment
• Work clo...