.As the Service Desk Team Lead, reporting to the Operations Manager, your primary responsibility is to act as the facilitator of the team by ensuring excellent customer service and developing team effectiveness through leading, coaching, motivation, and mentoring. The Team Lead is responsible for the day-to-day running of their respective team. Other responsibilities include problem solving, quality coaching, or other corrective actions within the team and preparing bi-monthly reports and conducting employee feedback sessions. The Team Lead is accountable for team metrics on a weekly/monthly basis. Please be aware we can only hire people already based in Portugal with fully legal and valid documentation to work in Portugal (fiscal number, social insurance number and title of residence or manifestation of interest if you're not a citizen). If you do not meet these requirements please do not apply. Please apply with your resume in English. JOB CONDITIONS Start date: ASAP Type of contract: permanent - fully remote (100% working from home) - based in Portugal (it's a must). Salary of 19.750€ gross/year. Internet allowance of up to 50€ per month. Private health insurance. KEY RESPONSIBILITIES: Responsible for supporting staff through providing supervision, leading and mentoring, conflict management, coaching, training, and performance development. Provide assistance to analysts for any call escalations and during peak periods and outages. Create, modify, update, and adjust staff weekly schedules and attendance records. Provide real-time monitoring of the ACD system to ensure that adequate staffing is available at all times. Support and oversee any outage and/or critical situations. Review staff weekly timesheets. Manage the daily survey process and provide feedback to analysts. Ensure that all new or modified processes and policies are reviewed and implemented by staff. Responsible for quality monitoring and periodic monitoring of the help desk bins globally and per analyst to ensure that tickets are being handled within the SLAs. Provide analysts with bi-monthly personal metrics report through one-on-one meetings. Attend client meetings as needed/requested by management. Adhere and ensure team adherence to corporate performance and industry standards. Back up the Operations Manager if required. REQUIRED SKILLS / EXPERIENCE / EDUCATION Experience and Education: Requires a College Degree in the field of Computer Science and 1 - 2 years previous experience as Service Desk Team Lead and any equivalent combination of education and/or experience. Proven management of personnel, customer service/customer support experience required. Required Skills: Excellent written and oral English communication skills. Multi-tasking experience in a fast-paced environment. Ability to analyze problem situations and present appropriate solutions. Excellent organization, planning, and time management skills. Ability to lead, coach, develop, and train staff effectively