Service Desk Lead

• Lead and Manage the IT Services and Service Desk Level 1/2 team
  


• Oversee incident and request management, ensuring SLA/KPI compliance
  


• Ensure consistent documentation, classification, and resolution of tickets, with prioritization of high-impact financial systems
  


• Implement and enhance ITIL-based service management processes
  


• Coordinate with Infrastructure, DevOps and Cyber Security teams
  


• Manage vendors, contracts and outsourced services
  


• Oversee IT asset lifecycle (procurement, inventory, maintenance)
  


• Drive service improvement initiatives and IT related projects
  


• Support audits, business continuity (BCP) and operational risk management
  


• Provide hands-on IT support 
  

Requirements

• 10+ years of experience in IT Support / Service Desk L1/2
  


• 2+ years of experience leading IT teams
  


• Proficient with Windows OS, Microsoft 365, Active Directory, wi-fi and MS exchange
  


• Experience with cloud platforms such as Azure, or AWS
  


• Knowledge of networking concepts (TCP/IP, LAN/WAN, firewalls)
  


• Experience with ticketing systems (e.g., Jira, ServiceNow)
  


• Scripting experience (PowerShell, Bash)
  


• Experience with virtualization platforms (VMware, Hyper-V)
  


• Experience with virtual desktop infrastructure (VDI – e.g. Citrix)
  


• Strong knowledge of ITSM tools (e.g., Jira) and ITIL practices
  


• Understanding of data privacy, regulatory requirements, and cybersecurity in finance
  


• Experience with vendor and project management
  


• Fluency in Spanish or Portuguese is a plus