ServiceDesk Team Leader – Create

4 дней назад

Киев, Киев, Украина Tietoevry Полный рабочий день 30 000 ₴ - 60 000 ₴ в год

Job Description
As a
Service Desk Team Leader
, you will play a pivotal role at the core of our IT operations. You will lead a high-performing team of Support Technicians and System Administrators, ensuring exceptional service delivery across secure and mission-critical environments.

This role demands a balance of technical expertise, people leadership, and continuous improvement mindset - your contribution will directly impact operational excellence and, ultimately, support vital services with national-level importance.

Key Responsibilities
Team Leadership & Operations

  • Lead, mentor, and motivate the Service Desk team to achieve performance targets and SLAs.
  • Conduct regular 1:1s and performance evaluations, developing tailored growth plans for team members.
  • Plan and manage shift schedules to ensure operational coverage across required business hours.
  • Support analysts during peak workloads or complex incidents.

Service Delivery & Escalation Management

  • Oversee daily operations of incident, request, and escalation queues.
  • Act as an escalation point for high-priority cases, ensuring timely and effective resolution.
  • Monitor and report on key metrics such as SLA, ticket backlog, and resolution times.

Process & Continuous Improvement

  • Drive adoption of ITIL best practices across incident, request, and change processes.
  • Identify recurring issues, implement root-cause analysis, and propose service improvements.
  • Maintain and enhance internal documentation, knowledge base.

Stakeholder Engagement

  • Build strong relationships with internal teams, customers, and key stakeholders.
  • Communicate service performance updates and contribute to regular reporting and service reviews.

We Would Also Like You To Have

  • 5+ years of experience in a Service Desk or IT Support function, with at least 2–3 years in a leadership or supervisory role.
  • Experience managing teams in high-volume service environments.

  • Strong hands-on knowledge of:

  • Windows 7/10/11, MacOS, Linux, Active Directory / Entra ID, Exchange / Exchange Online

  • Remote Desktop Services
  • Network and Server Infrastructure basics

  • ITIL v3/v4 Foundation

  • Experience working with ITSM platforms (e.g., ServiceNow, Jira Service Desk, Freshservice, ManageEngine).

  • Proven track record of incident management, escalation handling, and direct customer communication.
  • Experience in coaching and mentoring staff and managing team performance.
  • Excellent written and verbal communication skills in English (upper-intermediate level or higher).
  • Familiarity with ISO/IEC 20000 or similar IT service management standards.

Nice To Have

  • Additional certifications (e.g., CompTIA A+/Network+/Security+, Microsoft Certified, Azure, CCNA).
  • ITIL v3/v4 Foundation certification (higher certifications are a plus).
  • Experience managing on-call rotations or 24/7 support operations.
  • Experience with automation or service desk optimization initiatives.
  • Exposure to cybersecurity protocols or secure network environments.

Additional Information

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion )

  • ServiceDesk Team Leader – Create

    2 дней назад

    Киев, Киев, Украина Tietoevry Полный рабочий день

    Job DescriptionAs aService Desk Team Leader, you will play a pivotal role at the core of our IT operations. You will lead a high-performing team of Support Technicians and System Administrators, ensuring exceptional service delivery across secure and mission-critical environments.This role demands a balance of technical expertise, people leadership, and...

  • Team Leader

    2 дней назад

    Киев, Киев, Украина Control Risks Полный рабочий день 40 000 ₴ - 80 000 ₴ в год

    Closing date for application: 22 July 2025Start date: To Be Confirmed (TBC) Rotation: 8 weeks on / 4 weeks offThe Team Leader (TL) has a significant impact on how clients assess Control Risks' capabilities. The TL is responsible for setting and maintaining the highest standards of team presentation and capability to the client and will coordinate the...

  • digital leader

    4 дней назад

    Киев, Киев, Украина fedoriv®™marketing㋛innovation Полный рабочий день 120 000 ₴ - 180 000 ₴ в год

    Digital LeaderFedoriv — Digital Leader / CX DirectorAbout FedorivFedoriv is a creative business transformation company. We help brands grow through strategy, creativity, and technology. For over 15 years, we've been designing meaningful experiences and ecosystems that connect businesses and people.Our clients include Nova Poshta, Rozetka, Done, Bukovel,...

  • Team Leader – Mechanical Engineering

    2 дней назад

    Киев, Киев, Украина 3Shape Полный рабочий день 90 000 ₴ - 120 000 ₴ в год

    3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.3Shape is headquartered in Copenhagen, with development teams in...

  • Production Team Leader

    4 дней назад

    Киев, Киев, Украина SC Johnson Полный рабочий день 40 000 ₴ - 80 000 ₴ в год

    SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid, Glade, Ziploc and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for...

  • Research Team Leader LLM

    4 дней назад

    Киев, Киев, Украина OPTIVEUM sp. z o.o. Полный рабочий день 120 000 ₴ - 360 000 ₴ в год

    Research Team Leader – Reasoning Multimodal LLMsLocation: Remote but first 12 months willing to relocate temporarily to Shenzhen, ChinaThe 12+ months in Shenzhen assignment is fully covered by the client: flights, accommodation, etc. After this time, the candidate can work remotely from any European country.Our client is a global consumer electronics...

  • NET Team Leader

    4 дней назад

    Киев, Киев, Украина CommIT Полный рабочий день 100 000 ₴ - 120 000 ₴ в год

    Company is a leading in the field of computer vision and AI for livestock farming. Operating in the global market. The company has strategic partnerships with major industry partners, including a leading biopharmaceutical company and a global technology solutions provider. We're looking for a hands-on Backend Team Lead to drive the architecture,...

  • Senior Software Engineer, VirtIO, embedded, Create

    4 дней назад

    Киев, Киев, Украина Tietoevry Полный рабочий день 40 000 ₴ - 50 000 ₴ в год

    Job DescriptionWe are looking for experienced VirtIO Software developers willing to join our team and work closely with one of the world's leading customers from automotive and electronics area.You will be dealing with the most recent SW and HW on the market, touching the latest technologies in automotive & electronics industries, focusing on the modern...

  • Servicedesk Specialist

    4 дней назад

    Киев, Киев, Украина VOLMI - A Virtuos Studio Полный рабочий день 80 000 $ - 120 000 $ в год

    Join our team of like-minded people passionate about a common goal and love for games as aService Desk SpecialistResponsibilitiesProvide support to Studios' employees on L1 level, working with the Service Desk ticket system;Perform user workstation and notebook diagnosis, repair, and upgrades;Prepare workstations and carry on the PC setup process for new...

  • Machine Learning Practice Leader

    4 дней назад

    Киев, Киев, Украина Provectus Полный рабочий день 1 200 000 ₴ - 3 000 000 ₴ в год

    About the RoleWe are looking for a Machine Learning Practice Leader — a senior technical and people leader who will guide the direction of our ML practice, mentor engineers, and ensure delivery excellence across multiple AI-driven projects.This role combines hands-on machine learning expertise with strategic leadership. As a Practice Leader, you'll manage...