Centric connect.engage.succeed

Team Lead, Service Desk

The Service Desk Team Lead is accountable for managing and leading End User Management team and providing effective guidance. This role responsible for supervising and motivating team members on a daily basis in order to ensure effective collaboration and engaging the team in achieving specific goals and agreed service level. Team leader is also responsible for evaluation and follow up the team as well as individual performance, feedback and development.

Key Accountabilities

  • Overseeing day-to-day operations, including reviewing, monitoring progress and efficiency, driving continuous process improvements;
  • Setting up individual and team goals, facilitating employees' personal and career development;
  • Providing feedback regarding employee performance as well as guiding and inspiring to reach better results;
  • Maintaining team schedules, verifying time sheets and other payroll/finance/HR related processes;
  • Ensuring delivery of excellent quality service within agreed SLA and improving the service through training, coaching and enabling the team as well as driving continuous process improvements;
  • Maintaining necessary communication with the customer regarding the services and ensuring appropriate escalation while solving issues;
  • Identifying bottlenecks, potential risks and finding solutions, solving any team issues;
  • Securing operations through workforce planning, ensuring the unit is staffed with the right capacity and competency to deliver on targets;
  • Being actively involved in recruitment and selection process, being responsible for onboarding of new employees;
  • Being accountable for team logistics (standard equipment, space, etc.);
  • Maintaining close and transparent communication with Group Leader;
  • Maintaining high enthusiasm level within the team, acting as the company ambassador (internally and externally).


Skill Requirements

  • Excellent team leadership and communication skills;
  • Excellent English, both speaking and writing;
  • 2+ years of experience in leading a team;
  • Can-do attitude and proactivity;
  • Knowledge of IT Operations processes, including ITIL.


Additional preferences

  • Experience in customer service and/or a Shared Service Centre;
  • ITIL certified.


What we offer

We appreciate our committed employees and we complement that with a commitment of our own - our benefits package. We care about your wellbeing, work life balance, education and we celebrate our milestones. Our benefits to employees include:

  • Additional health insurance – we care about your health;
  • 3rd pillar pension funds – we care about your future;
  • Accident and travel insurance – we want to support you in unexpected situations;
  • Additional vacation days – we understand the importance of your rest;
  • Employment anniversary bonus scheme – we are grateful for your commitment;
  • Trainings and certifications – we care about your personal development;
  • Birthday vouchers – we want to make you happy;
  • Team building events – lets have fun together.


About Centric

Centric Lithuania is located in Kaunas and plans to employ 200 specialists over the next three years. The core activities of the new branch will be technical engineering, managed services, infrastructure and cloud engineering. The Lithuanian team will work closely with international counterparts in the Benelux, Scandinavia and Romania and will also become part of the service desk teams that support our international customers. Centric IT Solutions Lithuania is part of the International Centric BV which provides IT services, financial and engineering solutions and advice with more than 4,300 qualified professionals in Europe. Our corporate headquarters are in the Netherlands but we are also present in other 9 European countries.

Interested in working for Centric Lithuania? Send us your full CV in English by e-mail to: recruitment.lithuania@centric.eu