Service Desk Lead

Job Overview

Sands Digital Services is seeking a skilled and motivated Service Desk Lead to oversee our IT support operations in Sofia. This leadership role is key to ensuring high-quality service delivery, team performance, and continuous improvement across our service desk function. The ideal candidate will have proven experience in IT support management, strong leadership capabilities, and a passion for driving operational excellence and customer satisfaction.

Your Role:

Team Leadership & Management:

• Recruit, train, mentor, and evaluate service desk staff.
• Foster a positive and collaborative work environment.
• Schedule and manage team shifts to ensure 24/7 coverage (if applicable).

Operational Excellence:

• Oversee daily operations of the service desk to meet SLAs.
• Monitor ticketing systems to ensure timely resolution of incidents and requests.
• Act as an escalation point for complex or high-priority issues.

Process Improvement:

• Develop and enforce policies, processes, and procedures to streamline service desk operations.
• Implement ITIL practices to improve service delivery.
• Identify opportunities for automation or tools to enhance support efficiency.

Customer Focus:

• Ensure high levels of customer satisfaction through proactive communication and quality service.
• Gather user feedback to identify areas for improvement.

Reporting & Metrics:

• Track and report on KPIs, including ticket resolution time, first-call resolution rate, and user satisfaction.
• Provide regular reports to senior management on service desk performance and trends.

Collaboration:

• Work closely with other IT teams (e.g., infrastructure, applications) to resolve issues and deliver projects.
• Liaise with vendors and third-party providers as needed.

About Us:

At Sands Digital Services, we’re all about redefining live entertainment with unique play experiences. Our mission? Deliver exciting content, shape the future of gaming, and be a beacon of innovation. We push boundaries to bring the thrill of gaming to players worldwide. Our in-house team handles everything from ideas to game design and software development, creating products for all player types, including localized solutions. We value our employees' well-being, love open communication, encourage collaboration, and support continuous learning. We’re building a culture where everyone feels valued, motivated, and inspired. Join us at Sands Digital Services and help us set new standards of excellence in live entertainment.

Perks & Benefits:

• Social perks, including a Multisport card and premium private health insurance.
• A welcoming and inclusive workplace.
• Free coffee, tea, fruits, lunch, and access to fully equipped kitchens.
• Referral bonuses for bringing great talent on board.

Required Skills and Qualifications:

• Proven experience in a service desk or IT support management role.
• Strong understanding of ITSM frameworks (e.g., ITIL).
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Familiarity with ticketing systems and remote support tools.

Preferred Qualifications:

• Relevant certifications (e.g., ITIL Foundation, Microsoft, CompTIA).
• Experience in managing budgets and vendor relationships.
• Technical expertise in systems or technologies relevant to the organization.