Lead Engineer

Sportserve
forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide.

Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media.

We pride ourselves on having a diverse and international culture that embraces the global community and acts locally.

We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

What you'll be getting up to**:
We are looking to hire a Service Desk Lead Engineer to join our global team in Technology. This is a challenging, fast-paced and exciting environment, with plenty of opportunities to influence and grow the technology area.

We are looking for a Service Desk Lead Engineer to manage, develop, support and grow our Enterprise Service Desk Team.

The Service Desk Lead Engineer will also be driving consistency, operational excellence and an excellent customer service to its internal customers

The key values that we strive towards in the Technology are:

• Ownership
• Continuous Improvement Mindset
• Trust
• Honesty

Key Responsibilities:

• Line manage engineers in the team and be responsible for their career development, wellbeing and performance.

- leading best practice techniques.

• To lead the Service Desk team in ensuring technical assurance in significant projects, for the delivery of quality technical deliverables, which may involve several teams or technologies.
• Provide coaching and mentoring to the Service Desk team to improve their skill set, increase knowledge and set the benchmark of quality and precision engineering.
• Responsible for developing, implementing and continuous improvement of IT
• Operations processes concerning Incidents, Problems, Events, Service Requests and Changes.
• Measuring and driving delivery and quality improvements through the capture and analysis of metrics.
• Work with technology teams to produce and maintain standards, guidelines, and pattern catalogue.
• Work with Engineering management to drive through best practice, techniques and technology both on the team and around the company.
• Participate in postincident reviews relating to enduser incidents & problems and will assist in identifying enhancements and optimization to improve user experience.
• Foster a culture of open exchange of ideas, innovation and continuous improvements.
• Understand the importance of and be a strong advocate for nonfunctionals eg. monitoring, alerting, logging etc.
• Learn from your experiences, adopting a continuous improvement mindset to help make better decisions.
• Accountable for the quality of the implementation and deployment of the team's work.

List of skills we think you need:

• Proficient in Service Delivery, Incident Management Change and Problem Management Process.
• Experienced in ITIL methodologies, endtoend support and/or related practices
• Proficient working experience with communication tools and platforms i.e. Slack, Statuspage, Skype and others
• Managerial and leadership skills, design effective shift schedules and shift patterns, able to motivate and lead personal development plans for employees
• Driving change and handling difficult situations
• Dealing with change on a daily basis
• Ability to demonstrate the value of changes introduced
• Proven communication skills

Applications in English only please

Diversity & Inclusion
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn't just the right thing to do, it's also the smart thing.

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