IT Service Desk Team Lead

Job title: IT Service Desk Team Lead - FIXED TERM CONTRACT FOR 18 MONTHS

Office location: Spanskih boraca, Belgrade - Hybrid working (3 days in the office)

Working hours:

Standard working hours: 09:00 – 17:00
Occasional second‑shift support (10:30 – 18:30) may be required based on operational needs and team capacity

About the role and the Team: 

The IT Service Desk Team Leader is responsible for leading and supporting first‑line IT service delivery for over 2,000 employees across Hyperoptic offices in Serbia and the UK. Acting as a primary point of contact for IT incidents, service requests, and access‑related activities, the role ensures effective ticket triage, troubleshooting, resolution, collaboration and escalation, with clear ownership and prioritization in line with defined SLAs, while minimizing disruption to business operations.

This role requires strong technical expertise, hands‑on leadership, and disciplined execution of IT Service Desk processes, with strict adherence to company policies, standard operating procedures, security controls, and audit requirements. The IT Service Desk Team Leader provides guidance and support to team members and employees, contributes to maintaining and improving operational documentation and knowledge base content, supports onboarding of new systems and tools, and acts as a role model for professionalism, accountability, and continuous improvement.

The role operates primarily during standard business hours in the Belgrade time zone. However, in situations where additional coverage is required due to staffing constraints or operational needs, the IT Service Desk Team Leader is expected to support two‑shift coverage to ensure continuity of IT Service Desk operations.

What will you be doing?

• Lead and manage the IT Service Desk team acting as the first point of contact for all IT incidents and service requests submitted via the ticketing system, telephone, chat, and email
• Ensure that ticket triage, account creation, and system access management represent the primary focus of the role, with responsibility for accurate prioritization, ownership, and execution in line with defined procedures, SLAs, and security requirements
• Maintain end‑to‑end ownership of the ticket lifecycle, ensuring timely, accurate, and professional communication with users and stakeholders
• Oversee system accounts creation, modification, de‑provisioning, access management, and regular review and remediation of dormant or inactive accounts
• Ensure all starter, mover, and leaver activities and access changes are executed strictly in accordance with company policies, standard operating procedures, approved knowledge base articles, and security and audit requirements
• Ensure hardware, software, licenses, certificates, and subscribed services are accurately tracked, maintained, compliant, and aligned with company standards and lifecycle management practices
• Monitor and evaluate IT Service Desk team members work, efficiency, quality of delivery, and adherence to processes by reviewing their work and performance metrics, ensuring all activities are fully aligned with company policies, standard operating procedures, approved knowledge base articles, and defined SLAs
• Provide hiring, coaching, training, guidance, and constructive feedback to team members and employees to drive accountability, performance improvement, and service quality
• Collaborate closely with internal departments and external associates, partners, and vendors to coordinate activities, resolve dependencies, and ensure timely and effective completion of Service Desk‑related tasks
• Collaborate in IT budget planning and forecasting, ensuring all hardware, software, and service purchases are technically justified, cost‑effective, and strictly aligned with approved budgets
• Own, maintain, and continually improve IT Operations teams policies, standard operating procedures, and knowledge base articles, ensuring they remain accurate and current
• Performs and oversees hardware, software, and operating system maintenance
• Participate in onboarding of new systems and tools by documenting support processes, defining access models, and training of IT staff and employees on correct usage and escalation paths
• Identify, document, and immediately report anomalies, suspicious activity, policy deviations, or unusual system behavior in line with established incident and cybersecurity reporting procedures
• Escalate high‑risk, recurring, or unresolved issues promptly, providing sufficient technical context and impact assessment to support effective decision‑making

What we are looking for:

• Certifications such as ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent, demonstrating expertise in IT service management and technical support
• Proficiency in using IT Service Management (ITSM) tools like ServiceNow, Jira, or similar platforms, with a deep understanding of ticketing systems, workflows, and escalation processes, including hands‑on expertise with SCCM, PXE boot, Microsoft 365 administration, and Jamf
• Proven Experience in IT Management demonstrated ability to lead and manage an IT team, with a strong track record of resolving support requests within SLA and improving overall service delivery
• Extensive hands-on experience providing technical support across multiple communication channels, including ticketing systems, chat, email, and phone, with proficiency in troubleshooting and escalating complex issues
• Solid background in mentoring and training IT staff and end-users, with a focus on fostering skill development, ensuring adherence to support protocols, and promoting a culture of continuous improvement
• Ability to lead, inspire, and effectively communicate with a diverse team, ensuring clarity in task assignments, expectations, and performance feedback
• Proactive and analytical mindset with the capability to diagnose complex technical issues, make informed decisions, and implement effective solutions under pressure
• Commitment to delivering exceptional customer service with a focus on understanding and addressing the needs of both internal and external stakeholders, ensuring a positive user experience
• A degree in Information Technology, Computer Science, or a closely related field is preferred, providing a solid foundation in technical knowledge and IT principles

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter together
• We stay focused
• We strive for excellence

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)