Helpdesk Operations Team Lead

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let's start with the role

We are looking for an experienced and proactive Team Leader to manage our Help Desk team, ensuring the delivery of top-notch technical support and customer service to our Kaizeners across the globe. The Team Leader will be responsible for guiding, mentoring, and motivating a team of talented help desk associates, fostering a collaborative and productive work environment, and consistently driving team performance to meet and exceed customer satisfaction.

As a Helpdesk Operations Team Lead, you will:

• Lead and manage a team of help desk engineers, including setting clear performance goals, providing regular feedback, conducting performance evaluations, and identifying areas for improvement, considering the unique challenges of a 24/7 operation globally.
• Ensure the Help Desk team delivers timely and effective technical support to end-users.
• Optimize existing and establish new workflows and processes to streamline issue resolution and improve overall customer satisfaction.
• Monitor and assess team performance SLA metrics, analyze trends, and implement strategies to enhance productivity and service quality.
• Act as a point of escalation for complex customer inquiries and issues, collaborating with team members/other teams (sys, networking, InfoSec) /management to ensure prompt and effective resolution of complex Infrastructure problems.
• Assist in the onboarding of new team members and continuously enhance team’s skill set.
• Foster a positive and inclusive team culture that values collaboration, innovation, and professional growth.
• Lead regular team meetings to communicate goals, updates, and important information, as well as to encourage open dialogue and idea sharing.
• Collaborate with other department leaders to ensure seamless coordination between different teams and departments.
• Stay up-to-date with industry trends and technological advancements to facilitate informed decision-making and the continuous improvement of support services.
• Balance relationships between in-house and outsourced employees to ensure seamless employee experience.
• Prepare and present regular reports to senior management, summarizing team performance, key challenges, and recommended strategies for improvement and driving respective actions within the area of responsibility.

What you'll bring

• Proven experience (3+ years) in a help desk or in an IT technical support role, with a track record of exceptional customer service and issue resolution.
• Previous experience in a leadership or supervisory role, demonstrating the ability to effectively manage and motivate a team.
• Strong technical aptitude and familiarity with relevant technologies/tools.
• Proven ability to function well in pressure situations and in a rapidly grown environment.
• Excellent communication skills, both verbal and written, with the ability to interact with clients and team members in a professional and empathetic manner.
• Problem-solving skills with a keen attention to detail and the ability to analyze complex issues to identify underlying causes.
• Strong organizational skills and the ability to prioritize and delegate tasks effectively.
• Adaptability and flexibility to thrive in a fast-paced and evolving environment.
• Leadership qualities including the ability to inspire, mentor, and guide team members toward achieving common goals.

Nice to have:

Bachelor's degree in relevant field or equivalent work experience and / or ITIL certification.

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

- Proven experience (3+ years) in a help desk or IT technical support role, with a track record of exceptional customer service and issue resolution. - Previous experience in a leadership or supervisory role, demonstrating the ability to effectively manage and motivate a team. - Strong technical aptitude and familiarity with relevant technologies/tools. - Proven ability to function well in pressure situations and in a rapidly grown environment. - Excellent communication skills, both verbal and written, with the ability to interact with clients and team members in a professional and empathetic manner. - Problem-solving skills with a keen attention to detail and the ability to analyze complex issues to identify underlying causes. - Strong organizational skills and the ability to prioritize and delegate tasks effectively. - Adaptability and flexibility to thrive in a fast-paced and evolving environment. - Leadership qualities including the ability to inspire, mentor, and guide team members toward achieving common goals. - Bachelor's degree in relevant field or equivalent work experience and / or ITIL certification (Nice to have).