Service Desk Team Lead

Role Summary

As a Service Desk Regional Team Lead at Convatec, you will be a pivotal figure in our global Service Desk operations. Your role encompasses the management and optimization of our global team of IT service desk professionals. You will provide leadership, technical expertise, and operational support, ensuring the seamless delivery of IT support services across multiple regions. It's essential that you possess a robust understanding of the ITIL framework and have proven experience in applying its principles. Additionally, you will be responsible for coordinating Service Desk Technicians worldwide, maintaining compliance with SLAs, managing critical incidents, and collaborating closely with the Global Service Desk Manager to develop best practices and keep knowledge articles up to date. This role is central to maintaining the efficiency and effectiveness of our IT service desk operations on a global scale.

Key Responsibilities:

• Oversee and manage the rota of Service Desk Technicians in your assigned region (EMEA, APAC, or AMERICAS) to ensure coverage and efficiency.

• Develop and maintain a comprehensive exit strategy for team members, ensuring a smooth transition of responsibilities when team members leave the organization.

• Establish and manage a robust backup system to cover team members' annual and sickness leaves, ensuring minimal disruption to service desk operations.

• Monitor and ensure that the entire global team adheres to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.

• Leverage your experience with the ServiceNow ticketing system to optimize incident management and reporting.

• Take the lead in managing P1 and P2 incidents, including organizing bridge calls for incident escalation and resolution.

• Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration.

• Lead and mentor a global team of IT service desk professionals, providing guidance and support to ensure exceptional service delivery.

• Provide comprehensive and detailed handover documentation each day to the next Regional Team Lead, ensuring a smooth transition of responsibilities.

• Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth.

• Collaborate with the Global Service Desk Manager and Service Desk Improvement Manager to identify and develop improved ways of working, contributing to enhanced service quality.

• Create and maintain knowledge articles to ensure the availability of a well-documented and easily accessible repository of information for both technicians and end-users.

• Collaborate with regional and global stakeholders to understand IT support needs and priorities.

• Develop and implement IT service desk policies, procedures, and best practices.

• Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions.

• Act as a point of escalation for complex technical issues and customer concerns.

• Coordinate with other IT teams to ensure timely resolution of incidents and service requests.

• Provide training and development opportunities for team members to enhance their technical skills and customer service capabilities.

• Ensure compliance with IT security policies and data protection regulations.

• Prepare and present regular reports on service desk performance to senior management.

• Foster a culture of continuous improvement within the team.

• Act as a liaison and spokesperson for ITIL processes to the team, ensuring adherence to ITIL best practices.

• Lead a team of Coordinators responsible for supporting Convatec's processes connected to major incidents worldwide.

• Be part of an on-call rota for weekend support

Skills & Experience:

Technical Skillset

• Minimum of 4 years of experience in technical or similar IT roles, with a strong understanding of IT systems and processes.

• Minimum of 3 years of experience in managing teams, providing guidance, and mentorship.

• Expertise in the use of the ServiceNow ticketing system and incident management.

• Proven leadership abilities with a background in managing teams, providing guidance, and mentorship.

• Previous experience in a global Service Desk environment is a plus.

• Proven experience in IT service desk operations

• Strong technical knowledge of IT systems, hardware, and software

• Proficiency in IT service management tools and ticketing systems (e.g., ServiceNow, Jira)

• Familiarity with ITIL or other IT service management frameworks

• Excellent communication and interpersonal skills

Personal Profile

• Strong leadership and team management skills.

• Excellent problem-solving and decision-making abilities.

• Effective communication and interpersonal skills.

• Customer-focused with a commitment to delivering high-quality IT support.

• Ability to work under pressure and prioritize tasks effectively.

• Detail-oriented with a strong analytical mindset.

• Adaptability and willingness to embrace new technologies and methodologies.

• Proactive and self-motivated. 

Qualifications/Education:

• Bachelor’s degree in Information Technology or a related field (or equivalent experience)

Working Conditions:

• Hybrid working – one day per week on-site at our Lisbon office

Special Factors:

• This position will require flexibility to work on-call during weekends (once per month)

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Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

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About Convatec

Pioneering trusted medical solutions to improve the lives we touch:

Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.