Service Desk Lead
Location: Sofia, Bulgaria
About Us: At Sands Digital Services, we’re all about redefining live entertainment with unique play experiences. Our mission? Deliver exciting content, shape the future of gaming, and be a beacon of innovation. We push boundaries to bring the thrill of gaming to players worldwide. Our in-house team handles everything from ideas to game design and software development, creating products for all player types, including localized solutions.
We value our employees' well-being, love open communication, encourage collaboration, and support continuous learning. We’re building a culture where everyone feels valued, motivated, and inspired. Join us at Sands Digital Services and help us set new standards of excellence in live entertainment.
Job Overview: Sands Digital Services is seeking a skilled and motivated Service Desk Lead to oversee our IT support operations in Sofia. This leadership role is key to ensuring high-quality service delivery, team performance, and continuous improvement across our service desk function.
The ideal candidate will have proven experience in IT support management, strong leadership capabilities, and a passion for driving operational excellence and customer satisfaction.
Your Role:
Team Leadership & Management: * Recruit, train, mentor, and evaluate service desk staff. * Foster a positive and collaborative work environment. * Schedule and manage team shifts to ensure 24/7 coverage (if applicable).
Operational Excellence: * Oversee daily operations of the service desk to meet SLAs. * Monitor ticketing systems to ensure timely resolution of incidents and requests. * Act as an escalation point for complex or high-priority issues.
Process Improvement: * Develop and enforce policies, processes, and procedures to streamline service desk operations. * Implement ITIL practices to improve service delivery. * Identify opportunities for automation or tools to enhance support efficiency.
Customer Focus: * Ensure high levels of customer satisfaction through proactive communication and quality service. * Gather user feedback to identify areas for improvement.
Reporting & Metrics: * Track and report on KPIs, including ticket resolution time, first-call resolution rate, and user satisfaction. * Provide regular reports to senior management on service desk performance and trends.
Collaboration: * Work closely with other IT teams (e.g., infrastructure, applications) to resolve issues and deliver projects. * Liaise with vendors and third-party providers as needed.
Required Skills and Qualifications:
- Proven experience in a service desk or IT support management role.
- Strong understanding of ITSM frameworks (e.g., ITIL).
- Excellent communication and interpersonal skills.
- Analytical and problem-solving abilities.
- Familiarity with ticketing systems and remote support tools.
Preferred Qualifications:
- Relevant certifications (e.g., ITIL Foundation, Microsoft, CompTIA).
- Experience in managing budgets and vendor relationships.
- Technical expertise in systems or technologies relevant to the organization.
Perks & Benefits:
- Social perks, including a Multisport card and premium private health insurance.
- A welcoming and inclusive workplace.
- Free coffee, tea, fruits, lunch, and access to fully equipped kitchens.
- Referral bonuses for bringing great talent on board.
