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

Inetum is a global leader in IT services, dedicated to providing innovative solutions to our clients. We are committed to fostering a dynamic, inclusive workplace that values diversity, where creativity and collaboration thrive. We operate in 19 countries with more than 28,000 employees worldwide. If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you!

Come be Inetum! 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