As a Service Desk Team Lead at Catena Media, you will be leading, mentoring, and developing a team of IT Administrators with the main responsibility of ensuring efficient IT support delivery, adherence to SLAs, and high user satisfaction.
YOUR CHALLENGE:
- Manage, coach and develop the IT Service desk team
- Ensure that an excellent IT Service Desk service is delivered to the company
- Drive automation of repetitive tasks to enhance operational efficiency.
- Foster a culture of continuous improvement and accountability within the team
- Monitor the effectiveness of IT Service desk making recommendations for improvements where appropriate
- Assist with the production of management information, including reporting SLA's and KPI’s.
- Ensure company devices are recorded and maintained in our Asset Management System
- Assist the Head of TechOps to define, implement, manage and maintain IT Administration Policies and SOPs
- Proactively monitor CSAT within the IT Service desk and respond appropriately to business needs
- Ensure software upgrades are applied to workstations
- Ensure that the support service the team provides meets the agreed SLAs
- Maintain the device lifecycle for all our procured
- Act as an escalation point for complex or unresolved issues, reducing response and resolution times.
- Champion best practices and create frameworks to drive stable and scalable processes
- Manage day-to-day operations to ensure smooth coordination and effective task delegation
- Any other ad hoc job-related duties as required
Leadership and team management responsibilities:
- Managing team performance effectively through the practicing of ongoing performance management, including conducting performance reviews and regular 1-1 meetings
- Leading by example by delivering positive results and being a visible Catena ambassador
- Communicating effectively and ensures information is delivered in a clear and timely manner
- Taking ownership of recruitment and selection for your team by working closely with HR and TA teams
- Enabling team and individual growth from induction stage to ongoing learning and development
- Any other adhoc tasks which may be assigned by management from time to time
TO DO IT, YOU WILL NEED:
- Self-motivated, team player and a positive attitude with excelled communication skills
- Strong analytical skills to troubleshoot complex issues.
- Ability to multi-task and adhere to deadlines with keen attention to detail
- A quick learner and able to rapidly adapt to a dynamic business environment
- 3+ years experience in service desk or technical support roles, with at least 1-2 years in a supervisory or leadership position.
- Hands-on experience with ITSM tools such as Jira Service Management
- Strong understanding of ITIL processes and frameworks.
- Proficiency in troubleshooting hardware, software, and network issues.
- Experience managing 3rd-party vendors or service providers is highly desirable.
Top Skills
What We Do
The Catena Media story began in 2012 and, in the years since, we’ve established ourselves as one of the world’s most successful online lead generation companies focusing on the iGaming and Finance industries, through strong organic growth and strategic acquisitions.
Born from an idea conjured by two like-minded friends with a shared hobby, we’re now a 400+ strong workforce across 8 locations, including Malta, UK, Serbia, Japan, US, Australia, Italy and Sweden. Our people are diverse, creative and innovative, and are complemented by our aligned focus on creating kick ass products and inspiring and supporting great leaders.
You’ll find no dull office cubicles or rigid organisational structures here – we value creativity, passion and collaboration. We want to inspire every member of our team to reach the pinnacle of their potential (while enjoying some industry-leading perks); becoming a Catena Media ambassador along the way.
Modesty aside, our company events are legendary (for all the right reasons), and our new, bespoke Head Office has been designed specifically with employees health and wellbeing in mind, while a team of company chefs muster up fresh delights every day.
We work hard too, of course. In fact, our aim is to transform any industry we decide to be in through the power of choice: focusing on organic growth in combination with geographical expansion and acquisitions to meet our ultimate goal of becoming the world’s number one provider of high-value leads.
 (1).png)
