Service Desk Support Lead

Service Desk Support Lead

Zayo Europe

Sofia, Bulgaria

Position Description

The Service Desk Lead is responsible for leading and supporting the day-to-day operations of the IT Service Desk across multiple European countries and languages. This includes ensuring excellent customer service, managing ticket queues, mentoring team members, and collaborating with other IT teams to continuously improve services.

The ideal candidate is technically hands-on, has a deep understanding of Microsoft enterprise environments (Windows OS, Active Directory, Microsoft 365), and excels in communication and coordination across remote and local teams. This role requires a balance of team leadership, process ownership, and hands-on support for hardware, software, and user onboarding across locations.

The Service Desk adheres to these guiding principles:

• Customer Focus – Prioritize excellent service and proactive support.
• Efficiency – Use time and resources wisely with structured workflows.
• Accountability – Take ownership of issues and tasks through to resolution.
• Communication – Keep all stakeholders informed and expectations clear.
• Problem-Solving – Apply analytical thinking and persistence to technical challenges.

Responsibilities

Team Leadership and Coordination

• Supervise and mentor a geographically distributed and multilingual Service Desk team.
• Allocate, monitor, and manage ticket workloads, ensuring timely resolution in line with SLAs.
• Develop, document, and maintain Service Desk procedures, standards, and best practices.
• Ensure effective collaboration, workload transparency, and communication within the team.
• Maintain coverage and availability plans to support both remote and on-site users.

Customer Support and Ticketing

• Work incoming tickets and answer calls to the Service Desk.
• Provide first and second-line support for multiple products to internal users, escalating to specialized teams when necessary.
• Resolve problems or escalate as necessary in a timely manner.
• Act as a senior point of escalation for complex IT issues.
• Maintain clear communication with end users, providing updates and resolutions within agreed timeframes.
• Perform End-User training.
• Ensure all tickets are properly documented with time spent, troubleshooting steps, and final resolution.
• Coordinate and execute onboarding and offboarding activities for users across multiple locations (remote and on-site).

Operations and Maintenance

• Monitor and support desktop configurations, software deployments, patching, and antivirus solutions.
• Manage hardware stock across multiple locations, ensuring availability for onboarding, replacements, and project needs.
• Participate in hardware logistics: receiving, shipping, and inventory management of IT assets.

Process Improvement and Documentation

• Identify and implement opportunities for automation, efficiency, and standardization.
• Maintain an internal knowledge base of support procedures and user-facing documentation.
• Gather feedback and analytics to improve ticket handling, satisfaction, and SLA performance.

Security

• Ensure full compliance with all internal security policies, including ISO/IEC 27001, NIS2, and Cyber Essentials Plus requirements.
• Provide support only for approved, compliant software and systems; proactively report or reject use of unauthorized or non-compliant tools.
• Monitor and maintain compliance of supported systems and configurations, escalating any deviations or risks.
• Collaborate closely with the Security team to align on policies, incident response, audits, and continuous improvement initiatives.

Cross-Functional Collaboration

• Work closely with Infrastructure, Security, and Applications teams to ensure alignment and coordination.
• Communicate system incidents or service interruptions clearly and effectively.
• Assist with internal IT projects, rollouts, audits, or compliance tasks as needed.

Service Desk Scope

Preferred Qualifications

• 3+ years in IT support roles, with at least 1 year in a supervisory or team lead capacity.
• Strong working knowledge of:
  • Windows OS, Active Directory, Microsoft 365 Admin Center.
  • Remote support tools (e.g., TeamViewer, ...).
  • Endpoint management (Intune, Autopilot, SCCM a plus).
  • Standard hardware (laptops, printers, A/V setups, peripherals).
• Understanding of ITIL principles and service management best practices.
• Familiarity with ticketing systems like Salesforce, Jira, or ServiceNow.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal skills across cultures and roles.
• Fluency in English required; additional European languages (e.g., French, German, Spanish, Italian) are a strong asset.

Education And Experience Requirements

• Degree in Computer Science, Information Systems, or equivalent practical experience.
• Microsoft certifications are a plus (e.g., M365 Fundamentals, MD-102).
• ITIL Foundation certification desirable.