IT Service Desk Team Leader

About the role

PwC is seeking an ambitious IT Service Desk Team Leader to drive day‑to‑day operations of its Service Desk in Athens. You will ensure incidents and service requests are resolved efficiently, meet agreed service levels, and deliver a consistently positive experience for end users.

Key responsibilities

• Lead the Service Desk team, overseeing incident handling, request fulfillment, and service quality.
• Monitor ticketing systems to guarantee accurate logging, prioritisation, and resolution within SLA targets.
• Own the incident management process, ensuring proper escalation, clear ownership, and rapid resolution of critical issues.
• Manage the full IT asset lifecycle—from procurement to decommissioning—maintaining accurate inventory records.
• Track and analyse performance metrics, adjusting processes to improve response times, resolution rates, and user satisfaction.
• Coach and train team members on new technologies, procedures, and best practices.
• Maintain and enrich the knowledge base to boost first‑contact resolution.
• Collect end‑user feedback, act on insights, and drive continuous improvement initiatives.
• Facilitate communication between the Service Desk, other IT teams, and business units.

Required profile

• Degree in Information Technology, Computer Science, Engineering or related field (or equivalent hands‑on experience).
• 5+ years of Service Desk / End‑User Support experience, with at least 2 years in a leadership or coordination role.
• Proven experience managing incident management processes and IT asset lifecycles.

Required skills

What we offer

• Opportunity to work in a dynamic, future‑focused environment.
• Exposure to high‑impact projects for leading clients.
• Professional development and continuous improvement culture.