Team Lead IT Service Desk

At Exact, our Corporate IT team ensures that colleagues worldwide can work securely, efficiently, and without interruption. We are looking for a Service Desk Team Lead who combines strong operational focus with a forward-thinking mindset.

In this role, you will lead a team of Service Desk professionals and play a key role in optimizing, modernizing, and innovating our IT support services. You will ensure a high-quality support experience while continuously improving processes, tooling, and service delivery.

The Service Desk Team Lead reports directly to the Corporate IT Management Team and works closely with internal IT teams, security specialists, and business stakeholders. What you will do;

• Take a leading role in the IT Service Desk team
• Ensure high-quality IT support and service delivery across the organization
• Translate IT strategy and business goals to daily IT Service Desk operations
• Take a leading role in identifying, initiating and executing opportunities to optimize processes and service workflows
• Take ownership in proper use and optimization of ITSM tooling such as Service Now or equivalent
• Drive continuous improvement and innovation within the Service Desk
• Act as the escalation point for complex incidents and service issues
• Monitor performance through KPIs, SLAs, and service metrics and report to IT Management Team
• Collaborate with Corporate IT teams on security, infrastructure, and workplace services