ServiceDesk Team Leader – Tietoevry Create (m/f/d)

As a Service Desk Team Leader, you will play a pivotal role at the core of our IT operations. You will lead a high-performing team of Support Technicians and System Administrators, ensuring exceptional service delivery across secure and mission-critical environments.

This role demands a balance of technical expertise, people leadership, and continuous improvement mindset - your contribution will directly impact operational excellence and, ultimately, support vital services with national-level importance.

Key responsibilities

Team Leadership & Operations

• Lead, mentor, and motivate the Service Desk team to achieve performance targets and SLAs.
• Conduct regular 1:1s and performance evaluations, developing tailored growth plans for team members.
• Plan and manage shift schedules to ensure operational coverage across required business hours.
• Support analysts during peak workloads or complex incidents.

Service Delivery & Escalation Management

• Oversee daily operations of incident, request, and escalation queues.
• Act as an escalation point for high-priority cases, ensuring timely and effective resolution.
• Monitor and report on key metrics such as SLA, ticket backlog, and resolution times.

Process & Continuous Improvement

• Drive adoption of ITIL best practices across incident, request, and change processes.
• Identify recurring issues, implement root-cause analysis, and propose service improvements.
• Maintain and enhance internal documentation, knowledge base.

Stakeholder Engagement

• Build strong relationships with internal teams, customers, and key stakeholders.
• Communicate service performance updates and contribute to regular reporting and service reviews.

We would also like you to have:

• 5+ years of experience in a Service Desk or IT Support function, with at least 2–3 years in a leadership or supervisory role.
• Experience managing teams in high-volume service environments.
• Strong hands-on knowledge of:
  • Windows 7/10/11, MacOS, Linux, Active Directory / Entra ID, Exchange / Exchange Online
  • Remote Desktop Services
  • Network and Server Infrastructure basics
  • ITIL v3/v4 Foundation
• Experience working with ITSM platforms (e.g., ServiceNow, Jira Service Desk, Freshservice, ManageEngine).
• Proven track record of incident management, escalation handling, and direct customer communication.
• Experience in coaching and mentoring staff and managing team performance.
• Excellent written and verbal communication skills in English (upper-intermediate level or higher).
• Familiarity with ISO/IEC 20000 or similar IT service management standards.

Nice to have:

• Additional certifications (e.g., CompTIA A+/Network+/Security+, Microsoft Certified, Azure, CCNA).
• ITIL v3/v4 Foundation certification (higher certifications are a plus).
• Experience managing on-call rotations or 24/7 support operations.
• Experience with automation or service desk optimization initiatives.
• Exposure to cybersecurity protocols or secure network environments.

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)