Service Desk Operations Team Lead

As Service Desk Operations Team Lead at Betsson Group, you'll ensure smooth IT Service Desk operations by coordinating between users, support teams, and IT leadership. Key duties include monitoring ticket queues, managing workflows, handling escalations, generating reports, and driving process improvements. The role demands strong organizational and communication skills, a customer-focused mindset, and familiarity with IT support and service management best practices.

Your primary goal is to take full responsibility for IT Service Desk operations, focusing on improving performance, service quality, efficiency, and adherence to best practices. Key responsibilities include:

• Overseeing daily operations and prioritizing incident and request resolution.
• Monitoring ticket queues and ensuring correct categorization, assignment, and escalation.
• Acting as the escalation point for complex incidents.
• Ensuring SLA and KPI compliance, taking corrective action when needed.
• Coordinating communication between users, IT teams, and vendors.
• Maintaining support documentation and a knowledge base to boost self-service.
• Identifying and implementing process improvements.
• Generating performance, trend, and satisfaction reports for leadership.
• Training and mentoring staff on tools, procedures, and customer service.
• Enforcing IT policies, procedures, and security protocols.
• Coordinating quality for Incident, Request Fulfilment, Problem, Access, Asset, and Service Level Management processes.
• Managing housekeeping activities and assessments across offices.
• Promoting a culture of ownership, collaboration, and service excellence.
• Leading team planning, knowledge sharing, and conflict resolution.
• Continuously reviewing and optimizing team processes in alignment with others.
• Ensuring security and compliance across operations.
• Assisting the line manager with delegated tasks and performing other duties as needed.

Must possess the following:

• Experienced and passionate about coaching and mentoring people.
• Working knowledge and demonstrable experience in Information Technology Service Management (ITSM).
• Experience in operating services and service catalogues along with the associated Service Level Agreements (SLA).
• Proven experience in incident, request, and escalation management following service management frameworks.
• Experience monitoring service desk metrics, generating reports, and driving operational improvements based on data insights.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Experience of managing suppliers in outsourcing contracts.

Would be great to also possess:

• Vender specific certifications (Microsoft, ITIL, ISO Standards).
• Working experience on infrastructure including traditional On-Prem and Cloud Services (especially AWS and Azure).
• Automation, Security, Configuration and Version Management skills.
• Prior experience in the gaming industry or with high volume/high availability systems.
• Strong organization skills.
• Customer-focused mindset.
• Clear verbal & written communication.

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone We recognise it may not be for the faint-hearted, but if you're a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you'll fit right in.

By submitting your application, you understand that your personal data will be processed as set out in our