Job Summary: We are seeking a Help Desk Team Leader to supervise a technical support team, ensure excellent service delivery, and resolve IT incidents by organizing operations and developing the team. Key Highlights: 1. Lead and manage the help desk team, monitoring performance. 2. Diagnose and resolve complex technical issues. 3. Train, guide, and develop team members, strengthening competencies. **Summary** We are looking for an experienced Help Desk Team Leader to join our team in Portugal. In this role, you will be responsible for supervising a team of technical support specialists, ensuring excellent customer service delivery and efficient resolution of IT incidents. You will play a key role in organizing daily operations, developing team competencies, and continuously improving support processes. **Key Responsibilities:** * Lead and manage the help desk team, including scheduling, task delegation, and performance monitoring. * Ensure timely and professional customer support via phone, email, and ticketing systems. * Diagnose and resolve complex technical issues, acting as the escalation point for the team. * Collaborate with other departments to facilitate efficient incident resolution. * Create and maintain clear technical documentation and support procedures. * Train, guide, and develop team members, reinforcing technical and customer service skills. * Monitor, analyze, and report key performance indicators (KPIs) to drive continuous improvement. * Stay up-to-date with emerging technologies and best practices in IT support. **Requirements:** * Bachelor’s degree in IT, Computer Science, or equivalent technical qualification. * Proven experience leading technical support/help desk teams. * Solid knowledge of Windows operating systems and Microsoft Office applications. * Experience with platforms such as MS Dynamics and/or Salesforce is preferred. * Fluency in English and Portuguese (spoken and written) is mandatory. * Excellent communication, leadership, and interpersonal skills. * Ability to work in a dynamic environment and manage multiple priorities under pressure. * Strong problem-solving skills and a proactive approach to service delivery.