The Company
WIT IT Solutions Ltd is a leading FinTech Service Provider, member of the Windsor Brokers Group of Companies. We are currently looking for a Software Developer to join our team.
Job Overview
We are seeking an experienced IT Service Desk Team Leader to manage and grow our IT support team. Scope is to offer high-quality IT support to 250 local users and 100 remote users. The role involves overseeing daily service desk operations, ensuring timely issue resolution, and delivering excellent customer service. It also requires a deep understanding of Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, Endpoint Management (Intune) and other related applications. The SD Team Leader will work closely with other IT professionals to implement and maintain best practices, troubleshoot issues, and provide regulatory compliance.
The successful candidate will be accountable for:
• Lead and mentor the service desk team, managing workloads and performance.
• Provide first and second-line IT support for users, troubleshooting hardware, software, and network issues.
• Ownership of core systems related to Service Desk (e.g. M365, Jira SD etc)
• Oversee ticketing system to ensure issues are tracked and resolved within SLAs.
• Work with Procurement for assets and consumables lifecycle
• Developer and maintain Service Desk FAQ, How-to manuals, policies and procedures
• Coordinate with IT management on continuous improvement and team expansion.
• Manage escalation processes and ensure timely follow-up on critical issues.
• Develop and implement processes to improve efficiency and service quality.
The ideal candidate will possess the following qualifications/skills:
• Proven experience in a service desk or IT support leadership role.
• Strong technical skills in troubleshooting hardware, software, and networking.
• Experience with Microsoft Office 365 Business Premium, Azure Active Directory, and Group Policies.
• Excellent communication, leadership, and problem-solving abilities.
• Experience with remote user support and ticketing systems.
• Understanding of IT Service Management (ITSM) and Information Technology Library (ITIL)
This is an excellent opportunity to lead a growing team and make a meaningful impact on the organization’s IT operations.
The successful candidate will receive
• Remuneration according to qualifications and experience.
• Medical Insurance Scheme.
• Provident Fund.
• 13th Salary.
• Company’s Group Discount Scheme.
• Inhouse fitness room with classes offered.
• Modern working space at a central and convenient location of Limassol close to the highway.
• Friendly multinational environment.
• Opportunities for professional learning and growth.
