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IT Customer Service Team Leader

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360 Resourcing Solutions

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Location:
Portugal , Coimbra

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Reporting into the IT Customer Service Manager, the IT Customer Service Team Lead will need to be a highly motivated individual with a proactive and professional attitude. The lead will be the first technical escalation for the Service Desk team and will seek to drive improvements within the Service Desk environment with the assistance and guidance of the IT Customer Service Manager. They will also engage in Problem Management tasks; such as trend analysis with guidance from the IT Customer Service Manager. The lead will ensure that the Service Desk are providing the right IT tools for the business by working with our third party suppliers and the IT Customer Services team. They will validate all orders generated by the Service Desk, in line with requirements set by the IT Customer Service Manager, as required.

Job Responsibility:

  • First technical escalation for the Service Desk team
  • Drive improvements within the Service Desk environment
  • Engage in Problem Management tasks, such as trend analysis
  • Ensure the Service Desk are providing the right IT tools for the business
  • Validate all orders generated by the Service Desk
  • Provide support to the IT Customer Service Manager to drive improvements and KPI adherence
  • Provide high quality customer focused internal IT support
  • Ensure all IT incidents and requests are logged on our ITSM tool
  • Ensure all tickets are co-ordinated, monitored, escalated as required and resolved to the customer’s satisfaction
  • Ensure that the ticket quality is of a very high standard
  • Ensure high availability on the Service Desk for customers
  • Provide cover for IT Customer Service Specialists
  • Assist the IT Service Desk team to ensure all incidents are prioritised and progressed appropriately
  • Escalate key issues to the IT Customer Service Manager
  • Create and maintain good working relationships between internal support teams, development and business departments, third party suppliers and customers
  • Effectively communicate with staff members of all levels

Requirements:

  • Working to standards/frameworks (ITIL/ISO)
  • Knowledge of an ITSM tool
  • People management skills, including coaching & mentoring members of staff
  • At least 3 years’ experience of working in a Service Desk environment, or at a more technical level
  • Problem solving/troubleshooting skills
  • Knowledge of Windows 7/10
  • Knowledge of Microsoft technologies, including Word, Excel and Office 365
  • Understanding of customer service and proven experience of providing high levels of customer service
  • Verbal communication, with technical and non-technical conversations
  • Articulate technical and non-technical conversations via written media
  • Proactive attitude and will take pride in own work
  • Willingness to help others when assistance may not be available
  • Ability to learn new systems/services/processes within a fast paced environment
  • Ability to work under pressure
  • Eye for detail and quality

Additional Information:

Job Posted:
January 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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