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Service Desk Lead Engineer
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About Sportserve
Sportserve is a leading provider of sports betting and gaming technology solutions. We are part of a remarkable group of companies focused on delivering exceptional user experiences and innovative products worldwide.
Our global team employs 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 values global community and local action.
Job Summary
We are seeking a highly skilled Service Desk Lead Engineer to join our global Technology team. This is a challenging and fast-paced environment with opportunities to influence and grow the technology area.
Key Responsibilities
- Manage and develop a team of engineers, focusing on their career growth, well-being, and performance.
- Provide technical leadership and guidance to the Service Desk team, driving consistency, operational excellence, and excellent customer service.
- Lead the Service Desk team in ensuring technical assurance in significant projects, delivering quality technical deliverables.
- Develop and implement IT Operations processes, including Incident, Problem, Event, Service Request, and Change management.
- Measure and drive delivery and quality improvements through metrics analysis.
- Collaborate with technology teams to establish standards, guidelines, and pattern catalogs.
- Participate in post-incident reviews to identify enhancements and optimize user experience.
- Foster a culture of open exchange, innovation, and continuous improvement.
Requirements
- Proficient in Service Delivery, Incident Management, Change, and Problem Management processes.
- Experience with ITIL methodologies, end-to-end support, and related practices.
- Proficient working experience with communication tools, event management systems, and network/infrastructure/application monitoring tools.
- Managerial and leadership skills, with the ability to motivate and lead personal development plans for employees.
- Driving change and handling difficult situations.
- Proven communication skills.
What We Offer
We offer a dynamic and inclusive work environment, with opportunities for growth and development. We value diversity and equality, and we are committed to building a team with a variety of backgrounds, skills, and views.
