IT Service Desk Team Leader - Europe

IT Service Desk Team Leader - Europe

The Team Lead of Europe is responsible for the daily operations, team performance, and service delivery of the IT Service Desk within the European region.

Location: Stará Turá, Slovakia
Employment Type: Full-time
Company: BizLink Industry Slovakia Spol. s.r.o.

Key Responsibilities:
- Actively drive the recruitment, onboarding, and training of the European service desk members, establishing a high-performance culture from scratch.
- Lead, mentor, and manage the European IT support team´s daily workload.
- Drive team performance to meet and exceed key metrics, including Mean Time to Resolution (MTTR), First Contact Resolution (FCR), and Customer Satisfaction (CSAT).
- Work closely with the APAC Team Lead to mirror successful, proven operational standards and quickly adopt existing global IT workflows.
- Break down regional silos. Coordinate seamlessly with the Team Leads of APAC and the Americas to ensure smooth ticket hand-overs and continuous support coverage across global time zones.
- Act as the primary, day-to-day point of contact for European business entities and local IT staff.
- Gather local feedback, anticipate user resistance during rollouts, and balance global IT compliance with European business productivity.
- Act as the frontline escalation point for major IT incidents within the European region.
- Coordinate quick technical fixes, minimize local business disruption, and assist in root-cause analysis (RCA) to prevent recurring issues.
- Monitor European support trends, ticket volumes, and recurring technical glitches.
- Provide regular data-driven insights and operational reports to the Global Service Desk Manager to flag systemic risks early.

Job Requirements:
- Over 5 years of solid experience in IT Service Management (ITSM) / IT Support, with at least 2-3 years of proven experience leading or supervising a service desk team within a multinational or fast-paced corporate environment.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Practical, working knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a strong plus), particularly in Change Management, Incident Management, and Service Transition execution.
- Excellent command of English (both written and spoken).
- Proven ability to coach, motivate, and develop technical support staff, fostering a highly responsive, empathetic, and customer-centric culture.
- Strong tactical skills; able to take global IT directives and adapt them into realistic, workable solutions that fit the unique needs of European offices and factories.
- Highly skilled at bridging the gap between technical engineering teams and non-technical business colleagues, managing local expectations smoothly during major IT changes.
- Hands-on expertise with enterprise ticketing platforms and a solid grasp of workplace technology.
- Resilient and structured when dealing with critical system outages, keeping local stakeholders informed while driving the technical team toward a fix.

Come join us
BizLink is looking for the best & brightest talent
No matter the location, or the role, every BizLink employee shares one mission: Make interconnection easier to improve the quality of life and turn customers' innovative ideas into reality.

Have questions about our positions? Feel free to email us at: recruitment@bizlinktech.com
Please note: This email is for inquiries only. To be considered, all applications must be submitted by clicking the "Apply Now" button on the job posting.