IT Help Desk Senior/ Team leader

The selected candidate will play a key role in ensuring the efficient delivery of IT support services and will act as a point of reference within the team. The ideal profile is a proactive professional with the potential to coordinate a small group of internal resources and external service providers, assuming operational responsibilities when the manager is unavailable. Main Responsibilities

• Provide first-level IT support to users across multiple national and international locations.
• Deliver direct operational support on hardware, software, and workplace technology issues.
• Coordinate and oversee external IT service providers, including alignment, training, and operational monitoring activities.
• Support the standardization of devices, domains, and company IT policies.
• Contribute to cross-functional IT initiatives, including workplace technology, printing services, badge systems, and asset management.

Operational Activities

• Manage procurement requests for IT equipment.
• Maintain and update the corporate IT inventory, including a large fleet of leased devices.
• Oversee the lifecycle management of mobile devices (smartphones, SIM cards, and related assets).
• Configure and prepare client devices, including laptops, workstations, and replacement equipment.
• Provide first-level support for endpoints and printers.

Additional Responsibilities

• Collaborate actively with the wider IT team.
• Maintain technical documentation, inventories, procedures, and compliance records.
• Contribute to the continuous improvement of the IT ticketing platform and support processes.
• Monitor alerts and assist with IP telephony systems.
• Perform operational checks related to disaster recovery, backup systems, and endpoint security solutions.
• Support initiatives aimed at improving service quality, response times, and user satisfaction.

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