IT Service Desk Team Leader

About the role

We are looking for an ambitious and self‑driven IT Service Desk Team Leader to join our IT Operations team in Athens. You will lead daily service‑desk activities, ensure incidents and requests are resolved efficiently, and drive continuous improvement of processes, asset management and user satisfaction.

Key responsibilities

• Lead the Service Desk team, monitoring ticketing systems to guarantee incidents and requests are logged, prioritized and resolved within agreed service levels.
• Own incident management, 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, adjust ways of working to improve response times, resolution rates and user satisfaction, and report results to senior management.
• Coach and train team members on new technologies, procedures and best practices.
• Maintain and improve the knowledge base to increase first‑contact resolution.
• Monitor end‑user feedback and act on findings to enhance the support experience.
• Promote automation, self‑service and best‑practice adoption to reduce repetitive workload.

Required profile

• Degree in IT, Computer Science, Engineering or equivalent hands‑on experience.
• 5+ years of Service Desk / End‑User Support experience, with at least 2 years in a leadership role.
• Proven incident‑management experience in a structured ITSM environment.
• Strong communication skills in Greek and English.
• People‑leadership abilities: coaching, task allocation, performance follow‑up.

Required skills

• ServiceNow or similar ITSM tool (including reporting and dashboards).
• Microsoft 365, Windows operating systems, endpoint management.
• Identity and access support.
• IT asset lifecycle management and endpoint compliance practices.

What we offer

• Hybrid working model supporting work‑life balance.
• Collaborative office spaces that spark creativity.
• Local and global career growth opportunities.
• Continuous learning, certifications and development programs.
• Extra leave days, wellness initiatives and an inclusive team environment.