Service Desk Team Leader

Cluj, Romania | Job Posted 20/03/2019

A global SaaS company requires an experienced Service Desk Team Lead to be based at their offices in Cluj.

The Lead will motivate, and develop the current team of Support Analysts and continue to build a service- oriented and professional working environment.

Overall responsibility for customer satisfaction and meeting customer service targets ensuring the right level of resource is available and to meet customer agreements.


The role and your mission: 

  • Working in a team of 15 globally to deliver workplace technology to a SaaS business of 700 users +
  • Monitoring the IT Service Desk Queue’s (Email, Calls, Self Service and workgroup queue) and ensures the SLA/SLO targets are maintained
  • Maintain and improve current toolset as well as updating where required
  • Logging, classifying and prioritising incidents and service requests via Service Desk software
  • Analysing incidents/problems received via the Service Desk
  • Work with wider tech teams to engage and deliver tech improvements across the business
  • Willingness to occasionally work out of hours
  • Point of escalation for the Service Desk Team and business leaders

Your experience and values:

Essential technical and skill set requirements:

  • Local Area Networks – TCP/IP, VLANs, switches, cabling;
  • PC: Windows XP, 7, 8, 8.1 &10 (Linux and MAC knowledge is also welcome)
  • PC peripherals – and mobile phones, printers, VoIP etc.
  • Knowledge of Active Directory, Windows Server etc.
  • Experience of have worked in a busy service desk team
  • At least 12 months' experience of having worked as a team leader
  • A solid background in IT Support & TechnologyLeadership skills
  • A passion for excellent customer service and empathy for clients and colleagues alike
  • A broad knowledge of Corporate IT and services
  • Experience of Incident Management and Escalation
  • Experience working within ITIL best practice and working to strict SLAs

Desirable technical and skill set requirements:

  • Knowledge of Anti-Virus and Encryption software preferable.
  • Previous experience with VMWare, Windows preferable
  • Automation capabilities
  • Powershell experience preferable
  • Passion for Technology and getting ‘under the bonnet’
  • Good analytical and problem solving skills.
  • Ability to multi-task and prioritise effectively using tools provided
  • Experience to prepare and complete concise and effective documentation
  • Ability to remain calm and professional under pressure


Our PINK benefits and culture:

  • An opportunity to work in a fast growing, innovative company with lots of room for progression
  • A fail-friendly environment that encourages learning and initiative
  • A yearly budget and the opportunity to build your own flexible benefits package
  • Work as part of a geographically distributed team, with colleagues in the UK and Singapore