IT Support Team Leader

Natixis in Portugal is fully integrated in the global organization of Natixis, a French multinational financial services firm specialized in Asset & Wealth Management, Corporate & Investment Banking, Insurance and Payments. A subsidiary of Groupe BPCE, Natixis counts nearly 16.000 employees across 38 countries. 

Based in Porto, Natixis Centre of Expertise mission is to transform traditional banking by developing innovative solutions for the bank’s business, operations and work culture worldwide, as a key driver of the company’s culture of agility and innovation. Teams of IT and Banking Support Activities work in an integrated, inclusive and transversal way, supporting all the business lines and country platforms. 

Natixis in Portugal is the best combination of a “start-up mindset” with a large, solid structure. Its unique culture gives true meaning to a “beyond banking” personality: to be a real entrepreneur, self-challenging, ever striving to excel and go that extra mile. 

Job Description

We are looking for one IT Support Team Leader (local contract) to join us. As our teams are growing, we have increasing user projects to be tackled by a dedicated professional that can lead our IT Support team. This role includes project, technical and people management skills and a strong sense of leadership. 

The IT Support Team Leader is responsible for overseeing the day-to-day operations of the IT proximity, IT Analyst, IT workplace and IT Sysadmin teams, ensuring that all support activities are carried out efficiently and effectively. This role includes project management, technical expertise, and people management skills, with a strong emphasis on leadership and customer service. 

Key Responsibilities: 

• Lead and manage the IT Support team, providing guidance, support, and direction to ensure high-quality IT support services. 

• Oversee the technical support of events, multimedia equipment, workplace projects, and IT Support functions. 

• Collaborate with cross-functional teams to support all business lines and country platforms. 

• Ensure the IT Support team delivers great customer service and adheres to service level agreements (SLAs). 

• Manage the IT Support scope, including L1 and L2 support, hardware management, and technical support for company events. 

• Crisis management on global major incidents. 

• Supervision of the knowledge base procedure documentation and follow up updates with the team. 

• Collaborate with higher-level support teams to escalate and resolve complex technical issues. 

• Implement new processes and initiatives based on industry best practices and insights. 

• Manage budgets and forecast for IT Support functions, ensuring efficient resource allocation. 

• Promote a culture of continuous improvement, innovation, and self-development within the team. 

• Participate in forums to discuss technical solutions for multimedia and meeting rooms collaboration systems. 

• Participate in cyber-recovery projects to contribute with the support alignment and coordination in Porto and international platforms.

Qualifications

Qualifications

• Proven experience as an IT Support Team Leader or similar role in IT support. 

• Strong technical knowledge and expertise in IT support tools and systems. 

• Excellent leadership, communication, and organizational skills. 

• Ability to manage projects and multitask in a fast-paced environment. 

• Strong problem-solving skills and analytical mindset. 

• Customer-oriented with a focus on delivering exceptional service. 

• Ability to provide indicators in real time. 

Other Requirements: 

• Languages: 

• Fluent in Portuguese (mandatory). 

• Good level of English – minimum B2 (mandatory). 

• Knowledge of French is a plus.

• Team leadership skills: ability to structure, prioritize and delegate. 

• Strong communication skills. 

• Eager to work in a challenging and demanding environment.