Helpdesk Operations Team Lead
The Helpdesk Operations Team Lead will manage the Help Desk team, ensuring the delivery of top-notch technical support and customer service to employees across the globe. The Team Leader is responsible for guiding, mentoring, and motivating a team of talented help desk associates, fostering a collaborative and productive work environment, and consistently driving team performance to meet and exceed customer satisfaction.
This role involves optimizing existing and establishing new workflows and processes to streamline issue resolution and improve overall customer satisfaction. The Team Leader will also monitor and assess team performance SLA metrics, analyze trends, and implement strategies to enhance productivity and service quality. Acting as a point of escalation for complex customer inquiries and issues, the Team Leader will collaborate with team members and other departments to ensure prompt and effective resolution of complex infrastructure problems.
- Lead and manage a team of help desk engineers, including setting clear performance goals, providing regular feedback, conducting performance evaluations, and identifying areas for improvement, considering the unique challenges of a 24/7 operation globally.
- Ensure the Help Desk team delivers timely and effective technical support to end-users.
- Optimize existing and establish new workflows and processes to streamline issue resolution and improve overall customer satisfaction.
- Monitor and assess team performance SLA metrics, analyse trends, and implement strategies to enhance productivity and service quality.
- Act as a point of escalation for complex customer inquiries and issues, collaborating with team members/other teams (sys, networking, InfoSec) /management to ensure prompt and effective resolution of complex Infrastructure problems.
- Assist in the onboarding of new team members and continuously enhance team’s skill set.
- Foster a positive and inclusive team culture that values collaboration, innovation, and professional growth.
- Lead regular team meetings to communicate goals, updates, and important information, as well as to encourage open dialogue and idea sharing.
- Collaborate with other department leaders to ensure seamless coordination between different teams and departments.
- Stay up-to-date with industry trends and technological advancements to facilitate informed decision-making and the continuous improvement of support services.
- Balance relationships between in-house and outsourced employees to ensure seamless employee experience.
- Prepare and present regular reports to senior management, summarizing team performance, key challenges, and recommended strategies for improvement and driving respective actions within the area of responsibility.
- Proven experience (3+ years) in a help desk or in an IT technical support role, with a track record of exceptional customer service and issue resolution. (required)
- Previous experience in a leadership or supervisory role, demonstrating the ability to effectively manage and motivate a team. (required)
- Strong technical aptitude and familiarity with relevant technologies/tools. (required)
- Proven ability to function well in pressure situations and in a rapidly grown environment. (required)
- Excellent communication skills, both verbal and written, with the ability to interact with clients and team members in a professional and empathetic manner. (required)
- Problem-solving skills with a keen attention to detail and the ability to analyse complex issues to identify underlying causes. (required)
- Strong organizational skills and the ability to prioritise and delegate tasks effectively. (required)
- Adaptability and flexibility to thrive in a fast-paced and evolving environment. (required)
- Leadership qualities including the ability to inspire, mentor, and guide team members toward achieving common goals. (required)
- Bachelor's degree in relevant field or equivalent work experience and / or ITIL certification. (nice-to-have)
- A buddy will support you with your onboarding.
- Competitive pay & bonus scheme.
- Developmental 360° feedback framework.
- Family Support.
- Hybrid way of working.
- Private health insurance for you & your family.
- Unlimited access to Udemy & continuous training.
Kaizen Gaming is one of Europe's fastest-growing GameTech companies, operating the Betano and Stoiximan sports-betting and online-casino brands. Founded in 2013 and headquartered in Athens, Greece, with a major operational hub in Malta, it serves more than 13 million customers across 19 markets in Europe, the Americas and Africa. The company builds its own technology, combining sportsbook, live betting and casino products. Its flagship Betano brand has grown internationally through sponsorships including UEFA competitions and major football clubs.
