IT Service Desk Team Leader

Job description

Job Description & Summary We’re a team that transforms vision into tech-enabled reality. We look for those who see technology not just as tools or platforms, but as the invisible infrastructure behind strategy, performance, and growth. We turn bold ideas into scalable, secure, and human-centered solutions. SHAPING TOMORROW Make a real impact, today, and tomorrow, through work that matters. Here, you will tackle today’s toughest challenges with a future-focused mindset; so our clients turn to us first when it matters most. Make a real impact In this dynamic environment, we are looking for an ambitious and self-driven IT Service Desk Team Lead to join our IT Operations team in Athens. The IT Service Desk Team Leader leads the day to day operation of the Service Desk, making sure incidents and service requests are resolved efficiently, agreed service levels are met, and end users have a consistently positive support experience Beyond daily operations, you will drive continuous improvement across service desk processes, IT asset lifecycle management and endpoint compliance, while developing the team's skills and keeping performance, quality and user satisfaction visible to senior management. Lead the IT Service Desk team, making sure IT incidents and service requests are handled efficiently and the service meets the needs of the organization and its users Monitor ticketing systems so that all incidents and requests are logged, tracked, prioritized and resolved within agreed service levels Own the incident management process, ensuring correct escalation, clear ownership and fast resolution of critical issues Own the lifecycle of IT assets from procurement to decommissioning, keeping inventory records accurate and asset processes consistent Track and analyze service desk performance metrics, adjusting ways of working to improve response times, resolution rates and user satisfaction, and report results to senior management Coach and train team members on new technologies, procedures and best practices, so the team is equipped to deliver high‑quality support Maintain and improve the knowledge base, encouraging contributions from the team to raise first‑contact resolution and consistency Monitor end‑user feedback through surveys and follow‑ups, and act on the findings to improve the support experience Promote continuous improvement within the team, introducing best practices, automation and self‑service that reduce repetitive workload Facilitate clear communication and collaboration between the Service Desk, other IT teams and business units, and keep users informed on the status of their tickets What you bring matters Degree in Information Technology, Computer Science, Engineering, or a related field is preferred; equivalent hands-on experience will also be considered 5+ years of Service Desk / End-User Support experience, including at least 2 years leading or coordinating a support team Proven experience running incident management and meeting service level targets in a structured ITSM environment Experience with ServiceNow or similar ITSM tools, including reporting and performance dashboards, is required Hands-on knowledge of Microsoft 365, Windows, endpoint management and identity/access support Experience with IT asset lifecycle management and endpoint compliance practices Strong communication skills in Greek and English ITIL Foundation (or higher), MS-900, MD-102, CompTIA A+/Network+, or similar certifications are considered an advantage People leadership skills: coaching, task allocation, performance follow-up and building a user-centric team culture Strong attention to detail, documentation discipline and commitment to service quality ​ BRING YOUR BEST, EVERYDAY Your skills, integrity, and curiosity make the difference. At PwC Greece, we match that with an environment that brings out your best every day – supported by people who inspire, challenge, and grow with you. What we offer goes beyond a competitive package. It’s about creating the conditions for you to learn, belong, and deliver impact. That means: Your work-life balance supported by a hybrid working model Your creativity sparked in collaborative office spaces Your career growing through local and global opportunities Your development advanced with continuous learning and certifications Your well-being cared for with extra leave days and wellness initiatives Your perspective valued in an inclusive team where your impact matters Want to unlock new value by applying your unique perspective and talents? At PwC Greece, you lead by example. Our standards for quality and care are high—and together we surpass them. We redefine possibilities for our clients and communities. Challenge accepted? Our circle of connection matters—it's at the heart of what we do. Click here (PwC life) All applicants will be acknowledged and treated in the strictest confidence.