Team Lead Service Desk

About the role

We are looking for a Skopje‑based Team Lead, Service Desk to join our Corporate Systems team. The role combines hands‑on technical contribution with informal leadership, overseeing daily service‑desk operations, guiding troubleshooting workflows, and ensuring prompt resolution of user issues while maintaining high service standards.

Key responsibilities

• Guide team members on system support procedures, troubleshooting protocols, documentation standards, and communication best practices.
• Monitor incident and service request workflows, ensuring timely escalation, follow‑up, compliance, and service quality.
• Identify opportunities to streamline daily workflows, remove inefficiencies, and improve operational consistency.
• Coach team members in root‑cause analysis and practical resolution of hardware, software, and system issues.
• Support adoption of digital tools, security standards, technology updates, and cross‑functional service‑desk collaboration.

Required profile

• 2‑4 years of experience in IT support, Service Desk, end‑user devices and corporate systems administration, with at least 1 year of informal or formal team‑leadership experience.
• Hands‑on experience with ServiceDesk Plus, Jira (or similar), Endpoint Central, Intune, and Microsoft 365 administration.
• Working knowledge of endpoints across Windows, macOS, iOS and Android, including security patching, licensing and access‑permission management.
• Familiarity with core infrastructure services such as virtual machines, Active Directory, Azure, Entra ID and hybrid identity environments.
• Proven ability to mentor team members on workflow optimisation and technical troubleshooting, and to report on performance KPIs.
• Experience using AI technologies to automate routine tasks and improve operational efficiency.
• Degree‑level education; relevant certifications (ITIL, Microsoft 365, Azure) are a plus.
• Willingness to work on‑site in Skopje several days per week to strengthen relationships and align IT support with business needs.

Required skills

• ServiceDesk Plus
• Jira (or similar ticketing system)
• Endpoint Central
• Microsoft Intune
• Microsoft 365 administration
• Windows, macOS, iOS, Android endpoint management
• Virtual machines
• Active Directory
• Azure and Entra ID
• Hybrid identity management
• AI technologies for automation

What we offer

• Private health and group accident insurance
• Employee Assistance Program (EAP) for confidential support
• Loyalty Awards for long‑service employees
• Flexible work arrangements promoting employee wellness