Helpdesk Team Lead

• Lead and mentor a team of four helpdesk technicians, balancing hands-on support (ticket handling, escalations) with coaching responsibilities

• Oversee daily helpdesk operations—manage ticket queues, backlog, SLA compliance, and incident escalation.

• Monitor key metrics (volume, resolution time, CSAT), generate reports, spot trends, and recommend improvements

• Continuously refine workflows, documentation, and knowledge base content to streamline support processes.

• Foster a customer-first culture—ensure your team delivers empathetic, professional, and effective support.

• Provide accurate product/service information and record events, problems, resolutions in logs.

• Capture end-user feedback and collaborate internally to improve IT services.

• Support onboarding/offboarding, hardware provisioning, and system configuration tasks as required.

• 3–4 years in a similar role, with leadership or coaching experience.

• Spanish & English fluency required.

• Based in Barcelona, available to work on-site 1–2 days per week.

• Strong process-driven mindset — eager to measure, improve, optimize systems.

• Excellent analytical and problem-solving skills.

• Collaborative and transparent working style at all organizational levels.

• Proactive, innovative, and always seeking opportunities to enhance workflows.

• Solid technical knowledge: Ubuntu, Windows, macOS.

• Hands‑on experience with Azure and Google Workspace.

• Familiarity with ITIL or COBIT methodologies: formal certification is a plus, but practical application is essential.

• Customer-oriented, calm under pressure, optimistic, positive, empathetic communicator.

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