Help Desk Team Leader – IT Service Management

About the role

Banco Finantia is seeking a proactive Help Desk Team Leader to oversee its Systems & Telecommunications Department. You will guide a dedicated Help Desk team, ensure high‑quality support for users, and drive continuous improvement of service management processes.

Key responsibilities

• Coordinate the Help Desk team, distribute tasks, monitor activity and enforce service‑level agreements.
• Provide technical guidance, promote standardised procedures and best practices.
• Manage the Service Desk on the EasyVista platform, including functional administration and workflow automation.
• Prioritise and escalate requests based on criticality and defined SLAs/OLAs.
• Oversee the full ticket lifecycle from logging to closure and ensure compliance with SLA targets.
• 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 regular performance 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 or ISO 20000 standards.
• Effective communication skills in English; Spanish is a plus.
• Customer‑focused mindset with the ability to work under pressure.

Required skills

• ITIL
• ISO 20000
• EasyVista
• ITSM platforms

What we offer

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