Help Desk Team Leader – IT Service Management

About the role

Banco Finantia is seeking an experienced Help Desk Team Leader to oversee its Service Desk operations within the Systems & Telecommunications Department. You will guide a team of technicians, ensure high‑quality support for users, and drive continuous improvement of ITIL processes.

Key responsibilities

• Coordinate the Help Desk team, assign tasks, monitor activity, and enforce service‑level agreements.
• Provide technical guidance, promote standardised procedures and best practices.
• Deliver direct Help Desk support to end‑users, ensuring solution‑oriented assistance.
• Manage the Service Desk on the EasyVista platform, including functional administration, workflow configuration, and automation.
• Prioritise and escalate requests based on criticality and SLA requirements.
• Monitor ticket lifecycle from creation to closure and ensure compliance with SLAs/OLAs.
• Maintain and enrich the Knowledge Base to encourage self‑service.
• Collaborate with IT teams and business stakeholders to resolve incidents end‑to‑end.
• Analyse KPIs, generate periodic reports, and propose improvement actions.

Required profile

• Bachelor’s degree in Computer Engineering or a related field.
• Minimum 3 years of experience in Help Desk or Service Desk leadership.
• Strong knowledge of the ITIL framework (ITIL Foundation or ITIL 4 Specialist preferred).
• Experience with ITSM platforms, preferably EasyVista.
• Proven ability to lead and motivate a technical team.
• Excellent communication skills in English; Spanish is a plus.
• Analytical mindset, customer‑focused attitude, and ability to work under pressure.

Required skills

• EasyVista
• ITIL
• ITSM platforms

What we offer

• Opportunity to work for an international bank with a strong market presence.
• Continuous training and professional development in a challenging environment.
• Supportive and collaborative work atmosphere.