Job Summary: FCCN – Digital Services for Education is seeking an IT Specialist to manage the IT and Service Desk team, developing and operating digital services within the educational ecosystem. Key Highlights: 1. Integration into a large-scale project with impact on the future of education 2. Effective management of incidents, requests, problems, and changes 3. Evolution and maintenance of knowledge base and service catalog The **FCCN – Digital Services for Education**, a unit of the **AGSE – Agency for the Management of the Educational System**, is looking for an **IT Specialist** to manage the **IT and Service Desk** team in the **Operations** area. With the mission of developing and operating digital services that support the national educational ecosystem, FCCN – Digital Services for Education aims to create a modern, efficient, and technologically advanced structure capable of responding to the real needs of schools and their professionals. At FCCN Education, we believe gender equality is fundamental to creating an inclusive and innovative workplace. We commit to promoting equal opportunities for all individuals, regardless of gender, identity, or expression, ensuring that each application is assessed fairly and transparently. If you seek to join a large-scale project with technological impact on the future of education, this opportunity is for you. Join us and contribute to transforming the Portuguese educational system. Responsibilities* Ensure IT service delivery, guaranteeing effective management of incidents, requests, problems, and changes, with adherence to SLAs and OLAs; * Coordinate daily Service Desk operations, including queues, priorities, escalations, and major incident management; * Evolve and maintain the knowledge base, service catalog, and self-service portals; * Manage endpoint management, including provisioning, patching, compliance, MDM, and asset lifecycle; * Administer productivity and collaboration services, notably Microsoft 365, Exchange, Teams, and SharePoint; * Manage identity and access (Entra ID / Azure AD), including MFA, SSO, and security policies; * Ensure operational endpoint security, including EDR, encryption, and hardening policies; * Manage contracts, licenses, and vendors, promoting efficiency and cost optimization; * Plan and execute technology rollouts, onboarding and offboarding processes, and continuous improvement projects; * Produce executive reporting with performance metrics, service quality, and user satisfaction; * Ensure compliance with internal policies, GDPR, and ongoing coordination with SecOps and GRC. **Requirements** * Bachelor’s degree in Computer Engineering or related fields; * Solid experience in IT and Service Desk management based on ITIL processes; * Knowledge of ITSM and CMDB tools (ServiceNow, GLPI or equivalents); * Experience in endpoint and identity management (Intune, Autopilot, Entra ID/Azure AD); * Proficiency in Microsoft 365 environments and collaborative services; * Knowledge of endpoint security and patch management; * Experience in automation and scripting, with strong PowerShell expertise; * Ability to analyze service metrics and produce executive reporting. Behavioral Competencies* Analytical thinking and attention to detail; * Strong communication, leadership, and teamwork skills; * Proactivity, autonomy, and high sense of responsibility; * Adaptability and continuous learning capacity; * Effective conflict management and stakeholder alignment; * Focus on service quality and efficient problem resolution; * Strong user- and service-oriented mindset. Other Valued Competencies and Knowledge* ITIL 4 Foundation (minimum); * HDI or SDI certifications (Service Desk / Support Center Management); * Microsoft 365 and Endpoint (MS-102, MD-102, SC-900, SC-200); * Identity and Azure (SC-300, AZ-104); * Automation and scripting (PowerShell); * IT Asset & Software Asset Management (IAITAM); * CompTIA A+, Network+, and Security+. **Benefits** * Join a young and dynamic team in a relaxed environment where we value closeness and team spirit; * Hybrid work regime; * Continuous training for your professional development; * Access to a campus with free parking, welcoming and well-located in Lisbon; * Various internal initiatives to promote interaction and camaraderie among employees; * Option to enroll in ADSE; * Staff cafeteria; * Objective-based performance management.