Banco Finantia recruits Help Desk Team Leader
We are looking for a Help Desk Team Leader to strengthen Banco Finantia's Systems & Telecommunications Department:
Main responsibilities:
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Coordinate the Help Desk team, ensuring task distribution, activity monitoring, and compliance with service levels;
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Monitor and provide technical support to the Help Desk team, promoting standardization of procedures and best practices;
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Provide Help Desk support to users, ensuring effective, solution-oriented assistance;
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Ensure the operational management of the Service Desk based on the EasyVista platform;
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Define priorities and ensure proper escalation of requests, according to criticality and established service levels;
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Perform functional administration of EasyVista and promote continuous optimization of ITIL processes;
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Monitor and manage the ticket lifecycle, from logging to closure;
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Configure and improve workflows and automations in EasyVista;
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Ensure compliance with SLAs/OLAs and manage critical incidents;
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Ensure service quality, monitoring user satisfaction and proposing continuous improvement actions;
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Manage the Knowledge Base and promote self-service to reduce ticket volume;
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Coordinate, in collaboration with IT teams and other stakeholders, the end-to-end resolution of incidents;
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Analyze KPIs and produce periodic reports.
Desired profile:
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Bachelor’s degree in Computer Engineering or a related field;
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Minimum of 3 years’ experience in similar roles;
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Strong knowledge of ITIL framework or ISO 20000 standard;
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ITIL Foundation or ITIL 4 Specialist certification (preferred);
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Experience with ITSM platforms (EasyVista preferred);
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Experience in team leadership and management;
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Effective communication with users and business areas;
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Strong analytical and problem-solving skills;
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Customer-focused mindset and commitment to service quality;
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Strategic thinking and continuous improvement mindset;
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Ability to work under pressure and solve problems efficiently;
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Fluency in English (spoken and written);
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Knowledge of Spanish (preferred).
What we are offering:
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The opportunity to join an international Bank with a relevant presence in the market;
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Continuous training and the possibility of learning in a challenging professional context;
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Good working environment.
Send us your CV to recrutamento@finantia.com indicating the reference (Ref PT/22/26) you are applying for.