Service Desk Team Leader (Supervisor) – Porto (On-site)

We are looking for an experienced Team Leader to coordinate a Service Desk team, ensuring high performance, service quality, and SLA compliance. If you bring strong leadership skills, operational focus, and thrive in dynamic environments, this opportunity is for you.

Responsibilities:

• Lead and support the Service Desk team, ensuring efficient handling of incidents and service requests
• Ensure compliance with agreed SLAs and service levels
• Plan and manage team schedules according to operational needs
• Develop dashboards and performance reports
• Monitor, analyze, and continuously optimize processes and procedures
• Identify improvement opportunities and implement corrective actions
• Onboard and train new team members, while continuously supporting the development of the current team
• Foster a collaborative, high-performance team environment
• Work closely with internal teams, clients, and partners

• Minimum of 5 years’ experience in similar roles (team coordination/management within support environments)
• Strong knowledge of ITIL best practices and service level management
• Experience with Windows 11 and Chrome OS environments
• Experience with reporting and monitoring tools
• Familiarity with Service Desk metrics (SLA, KPI, etc.)
• Strong leadership and team management skills
• Excellent communication and stakeholder management
• High level of organization and prioritization skills
• Analytical mindset with a focus on continuous improvement
• Proactive approach to risk identification and mitigation
• Strong problem-solving skills in demanding environments

• Location: Porto
• Work Model: On-site
• Working Hours: 8 hours/day between 08:00 and 19:00 (depending on operational needs)
• On-call duty: Yes