Service Desk Team Leader (Supervisor) – Porto

About the role

Inetum is seeking an experienced Service Desk Team Leader to supervise a high‑performing Service Desk in Porto. The role focuses on ensuring incident resolution, service request handling, and SLA compliance while fostering a collaborative environment.

Key responsibilities

• Lead and support the Service Desk team, guaranteeing efficient incident and request management.
• Ensure compliance with agreed Service Level Agreements and overall service quality.
• Plan and manage team schedules according to operational needs.
• Develop dashboards and performance reports to monitor key metrics.
• Analyze processes continuously and implement improvements.
• Identify improvement opportunities and execute corrective actions.
• Onboard, train, and develop new and existing team members.
• Promote a collaborative, high‑performance team culture.
• Coordinate closely with internal teams, clients, and partners.

Required profile

• Minimum of 5 years’ experience in team coordination or management within support environments.
• Strong leadership, communication, and stakeholder‑management abilities.
• High level of organization, prioritisation, and analytical mindset.
• Proactive approach to risk identification and mitigation.

Required skills

• Strong knowledge of ITIL best practices and service level management.
• Experience with Windows 11 and Chrome OS environments.
• Proficiency with reporting and monitoring tools.