Service Desk Team Lead

Have you ever wondered why your favorite apps, social media content, and video games load in the blink of an eye? It's likely because of Gcore behind the scenes!



Join a team that collaborates with industry giants like Intel, Dell, NVIDIA, Graphcore, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery.

If you are passionate about transforming the internet and contributing to cutting-edge innovations, come join us at Gcore!



We are over 550 professionals and currently looking for a Service Desk Team Lead. 

Responsibilities:

• Oversee the daily operations of the Service Desk team to ensure effective and timely technical support.
• Develop and implement service desk policies, procedures, and best practices to improve efficiency and service quality.
• Monitor and analyze service desk performance metrics; identify areas for improvement and implement solutions.
• Lead, mentor, and develop the Service desk team.
• Select, purchase, and manage employee equipment, including preparation, OS installation, and configuration of Office apps.
• Maintain inventory and track equipment movement; initiate delivery, replacement, upgrades, or repairs as needed.
• Manage, track, and resolve tasks submitted by internal employees through the Jira Service Desk system.
• Collaborate with other teams (System Engineers, IT Security, Procurement, etc.) to ensure transparent communication and foster positive relationships.
• Create and maintain an up-to-date knowledge base on processes, IT services, and various software through Jira Confluence.
• Participate in recruitment processes, including conducting interviews.

Skills & Qualifications:

• Proven experience in a leadership role within a service desk or technical support environment.
• Strong understanding of networking fundamentals and server operating systems.
• Advanced technical knowledge of Windows OS (Windows 10/11) and Mac OS; knowledge of Linux systems is an advantage.
• Proficiency in Active Directory, DNS, DHCP, and Microsoft Azure.
• Excellent verbal and written communication skills.
• Ability to travel when required.

What We Offer:

We value our employees and offer a benefits package designed to support your health, well-being, and professional growth throughout your journey at Gcore:

• Competitive salary
• Flexible working hours
• Remote, hybrid, or office work options depending on your role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family*
• 5 additional vacation days*
• Additional fully paid sick leave days*
• Allowance for significant life events and birthdays
• Language classes
• Modern office space with free snacks, drink and entertainment options*
• Team sports activities*

*Please be aware that this benefit may vary depending on your country.

About the Company



Gcore is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices around the world, the company provides its solutions to global leaders in numerous industries.



Millions of people worldwide use apps and play games based on our infrastructure and services: we are trusted by World of Tanks, Albion Online, Avast, Photon, Unity, Sandbox Interactive, and others.



Equal Opportunity Employer



We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.