Team Lead - Service Desk

Job Req Number: 108558

Time Type: Full Time

Position Target:

Functional and disciplinary responsible for managing a dedicated team within the Service Desk organization. Ensure timely and high-quality delivery of services as well as providing continuous improvements within area of responsibility. Development of assigned employees to deliver continually improved service to meet user needs and ensure user satisfaction. Support of definition of principles and guidelines within area of responsibility

Task & Responsibilities:

Team Management and Leadership:

• Lead, mentor, and manage the performance of a team of service desk line agents (IT Supporters and IT Assistants).
• Coordinate daily activities and ensure the team meets service level agreements (SLAs) and key performance indicators (KPIs).
• Conduct regular team meetings and one-on-one performance reviews.
• Provide training and development opportunities for team members. Collaborate on daily basis with Global Trainers and Quality Team.
• Foster a positive and collaborative team culture.
  
  
  

Service Desk Operations:

• Oversee the day-to-day operations of the service desk, ensuring efficient handling of all tickets, incidents, and service requests.
• Ensure proper ticket prioritization, and escalation processes are followed.
• Monitor and analyze service desk metrics, making improvements to processes and workflows.
• Act as the point of escalation for complex issues that cannot be resolved at the service desk level.
  
  
  

Stakeholder Management:

• Work closely with other IT teams, such as infrastructure, security, and application support, to ensure smooth collaboration and communication.
• Build strong relationships with business units and stakeholders to understand their needs and ensure the service desk meets their expectations.
• Participate in cross-functional meetings to provide updates on service desk performance and identify areas for improvement.
  
  
  

Continuous Improvement:

• Identify opportunities for process improvements to enhance the efficiency and effectiveness of the service desk.
• Implement new tools, automation, and processes to improve ticket handling and resolution times.
• Stay updated with the latest technology trends and best practices in IT service management (ServiceNow).
  
  
  

Reporting and Documentation:

• Generate (or cooperate with PBI responsible team) regular reports on team performance, ticket metrics, and SLA compliance for management.
• Maintain up-to-date documentation on processes, workflows, and standards followed by the service desk.
• Ensure proper communication of any changes in processes or policies to the team and stakeholders.
• Informing and assisting users in case of IT system failure.
• Quick diagnosis and independently solving issues according to defined Service Level Agreement (SLA)
• User administration for supported applications
• Business support in recurring tasks within IT systems during and at the end of the month.
• Maintaining high level of users support in terms of provided service.
• Accurate reporting of the time spent between each type of tasks.
• Compliance with internal regulations, procedures, law and managers orders, including labor regulations, regulations on remuneration and other internal regulations in the company, including company’s intellectual property protection.
• Behaviors and attitudes consistent with the values.
• Professional skills development by participation in training and constant self-education.
  
  
  

Education & Skills:

• Fluency in oral and written English – minimum B2.
• Graduate of any Bachelor’s degree in IT, Computer Science, or a related field is often preferred, but at least 2 years relevant working experience is acceptable.
• Experience with IT service management (ITSM) tools like ServiceNow, Jira, Zendesk, etc.
• Familiarity with incident, problem, and change management processes (typically following ITIL best practices).
• Strong understanding of IT infrastructure, networking, hardware, and software.
• Experience with remote support tools, ticketing systems, and remote troubleshooting.
• Knowledge of Microsoft 365, Windows, macOS, and other common enterprise tools and platforms.
• Familiarity with Active Directory (AD), network troubleshooting, VPNs, and other IT support tools.:
• Excellent communication skills, both written and verbal.
• Strong leadership and people management skills, with a focus on motivating and supporting the team.
• Exceptional problem-solving abilities and the capability to handle escalations and complex issues.
• Ability to work under pressure and manage multiple priorities.
• Excellent customer service skills with a user-centric approach.
• ITIL Certification preferred but not required
• Strong organizational skills with an ability to track team performance and manage deadlines effectively.
  
  
  

Work Experience:

• Proven experience working in a service desk or IT support role.
• Previous leadership experience (e.g., as a team lead, shift lead or PIC in a service desk or helpdesk environment) at least 2 years for medium to large customers
• Prepared to work rotational shifts providing 24*7 coverage
  
  
  

Hr Recruitment Specialist: Jeamela Mae Boquio

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.

---