Help Desk Team Leader (M/F)

We are looking for a Help Desk Team Leader to strengthen Banco Finantia's Systems \& Telecommunications Department:

Main responsibilities:

• Coordinate the Help Desk team, ensuring task distribution, activity monitoring, and compliance with service levels;


• Monitor and provide technical support to the Help Desk team, promoting standardization of procedures and best practices;


• Provide Help Desk support to users, ensuring effective, solution\-oriented assistance;


• Ensure the operational management of the Service Desk based on the EasyVista platform;


• Define priorities and ensure proper escalation of requests, according to criticality and established service levels;


• Perform functional administration of EasyVista and promote continuous optimization of ITIL processes;


• Monitor and manage the ticket lifecycle, from logging to closure;


• Configure and improve workflows and automations in EasyVista;


• Ensure compliance with SLAs/OLAs and manage critical incidents;


• Ensure service quality, monitoring user satisfaction and proposing continuous improvement actions;


• Manage the Knowledge Base and promote self\-service to reduce ticket volume;


• Coordinate, in collaboration with IT teams and other stakeholders, the end\-to\-end resolution of incidents;


• Analyze KPIs and produce periodic reports.

• Bachelor’s degree in Computer Engineering or a related field;


• Minimum of 3 years’ experience in similar roles;


• Strong knowledge of ITIL framework or ISO 20000 standard;


• ITIL Foundation or ITIL 4 Specialist certification (preferred);


• Experience with ITSM platforms (EasyVista preferred);


• Experience in team leadership and management;


• Effective communication with users and business areas;


• Strong analytical and problem\-solving skills;


• Customer\-focused mindset and commitment to service quality;


• Strategic thinking and continuous improvement mindset;


• Ability to work under pressure and solve problems efficiently;


• Fluency in English (spoken and written);


• Knowledge of Spanish (preferred).

• The opportunity to join an international Bank with a relevant presence in the market;


• Continuous training and the possibility of learning in a challenging professional context;


• Good working environment.

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