Service Desk Team Lead
Job Description
Do you have experience in IT and are looking for a new opportunity?
Keep on reading if you’re interested!
GCS Malta is seeking to recruit a Service Desk Team Lead to join one of Malta’s leading tech companies.
Responsibilities
Supervising, mentoring, and supporting service desk analysts through regular one-to-one meetings, reviews, and training.
Tracking KPIs, preparing performance reports, and analysing trends to improve service delivery.
Coordinating incident and request management in line with ITIL using the service management tool.
Managing, prioritising, and escalating incidents, including major incidents, to meet SLA targets.
Supporting Level 1 user issues and ensuring accurate data within the service tool.
Coordinating responses during major incidents and service outages.
Responding promptly to customer requests, calls, and emails.
Supporting asset management activities, including stock and spares.
Maintaining the Known Error register and contributing to problem and knowledge management.
Developing and updating knowledge base articles, SOPs, and internal documentation.
Collaborating with customers, internal teams, and third parties to drive continuous service improvement.
Participating in customer meetings, root cause analysis, and stakeholder communication.
The ideal candidate should hold an ITIL Foundation Certificate and have at least 2–3 years of experience in the IT sector, preferably in a senior service desk role, with experience working with third-party suppliers both locally and internationally.
Candidates must have hands-on experience using IT Service Management tools such as Jira and BMC Remedy, along with practical experience applying ITIL practices in enterprise environments. A strong understanding of change management practices is essential.
Strong customer-facing and interpersonal skills are required, along with being able to work independently and be proactive. Proficiency in using Microsoft Office applications is a must.
Interested in discussing further?