Lead Service Desk Engineer

Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet. Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice. What you'll be getting up to:

We are looking to hire a Service Desk Lead Engineer to join our global team in Technology to oversee and drive excellence within our Tier 2 - Global Service Desk Team. As a key technical leader, you will ensure efficient incident resolution, problem management and service request fulfillment while upholding ITIL best practices. This role is pivotal in bridging Tier 1 and Tier 3 support teams as well as implementing process improvements while maintaining high customer satisfaction through proactive support strategies.

As the Service Desk Engineer Lead you will play a crucial role in mentoring engineers, managing escalations and improving service quality. You will work closely with cross-functional teams to enhance operational efficiency and drive automation in collaboration with other technical teams.

A deep understanding of ITIL frameworks, strong technical expertise and leadership skills is a requirement for this position. In addition, key values that we strive towards in Technology are:

• Ownership
• Continuous Improvement Mindset
• Trust
• Honesty

Key Responsibilities

• Lead and oversee the Tier 2 - IT Service Desk team, ensuring high-quality support and adherence to SLAs.
• Act as the primary escalation point for complex technical issues before engaging Tier 3 support.
• Ensure effective incident response, root cause analysis and problem resolution in alignment with ITIL principles.
• Work closely with Tier 1 and Tier 3 teams to establish clear escalation and de-escalation pathways.
• Implement and maintain ITIL-based best practices in service requests, incident, problem and change management.
• Continuously refine service management workflows to improve response times and service quality.
• Own and optimize the Knowledge Management system, ensuring updated documentation and SOPs.
• Drive automation and self-service improvements with the aim in reducing manual ticket resolutions.
• Monitor, report and analyze service desk performance metrics to drive efficiency improvements.
• Mentor, coach and develop Tier 2 engineers providing training and career growth opportunities.
• Conduct regular performance reviews, training sessions and knowledge-sharing initiatives.
• Foster a collaborative and high-performance culture within the service desk team.
• Act as a key liaison between Service Desk and Business Units to ensure alignment.
• Provide clear and proactive communications to users and stakeholders during incidents and outages.
• Gather and analyze customer feedback to enhance service experience and engagement.
• Contribute by presenting insights and recommendations for continuous improvement.

Requirements

• 5+ years of experience in IT Service Desk / End-User Support with at least 2 years in a leadership role.
• Strong experience with ITIL framework preferably ITIL v4 certified.
• Expertise in incident, problem and change management processes.
• Hands-on experience supporting Windows, macOS, and Linux environments.
• Proficiency in networking basics (TCP/IP, VPN, DNS, DHCP, firewalls).
• Familiarity with enterprise ticketing systems (ServiceNow, Jira, or similar).
• Knowledge of PowerShell, scripting, and automation is a plus.
• Proven ability to lead and mentor technical teams.
• Strong problem-solving skills and the ability to handle high-pressure incidents.
• Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• Proficient working experience with communication tools and platforms i.e. Slack, Statuspage, Google Chat and others.
• Customer-focused mindset with a passion for delivering high-quality IT support services.
• Strong analytical skills to assess trends, identify issues and drive continuous improvement.

We warmly invite applications in English. Diversity & Inclusion at Sportserve

At Sportserve, we are deeply committed to fostering a diverse and inclusive workplace. We believe in building a team that reflects a wide array of backgrounds, skills, and perspectives. Embracing diversity not only enriches our work culture but also drives innovation and excellence. We are proud to be an equal opportunity employer, where everyone's contribution is valued and respected.

If you're passionate about technology and looking to start your career in an international, forward-thinking Sports Betting company, we'd love to hear from you. Apply now to become part of our exciting journey!