Service Desk Team Lead (SEC Team)

Purpose

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Our Security Excellence Center is looking for Service Desk Team Lead, who will be responsible for daily operations during shifts. We are looking for someone experienced in supporting 24/7, managing information, working in a global environment. The SEC team provides security solutions for all IDEMIA's offices, all around the world, coordinates efforts to protect people, property and information across sites.

Key Missions

Your mission:

• Leading a team of 2 and more people;
• Supervise all activities and provide support to team when needed;
• Coordinate Event management: supervise and coordinate daily event log, prioritization, and response;
• Lead Incident management: provide prompt resolution to issues;
• Coordinate technical and operational support;
• Provide and supervise customer service (customer account management);
• Supervise and provide proper documentation: accurately document each request and update knowledge base articles;
• Escalations: identify complex issue to follow and lead escalations;
• Security and other system monitoring: track system performance and escalate if necessary;
• Training and awareness: educate users;
• Compliance: adhere to policies and procedures.

To succeed on this position you should have following:

• Education: Bachelors degree in Computer Science, IT, or related field.
• Experience: previous experience in customer support, data operations, service desk for 2+ years;
• Team lead experience is an advantage.
• Strong technical skills;
• Excellent communication, organizational and interpersonal skills;
• Ability to work calmly under pressure whilst dealing with multiple issues
• Familiarity with ticketing systems, ITIL practices;
• Ability to manage multiple tasks and prioritize requests;
• Knowledge of operating systems and office application;
• Basic understanding of networking protocols and IT infrastructure is an advantage;,
• Understanding of using security applications is an advantage.
• English, Latvian full professional capacity;
• French or Spanish is a huge advantage.
• Exemplary customer service skills;
• Possess strong communication skills in both the written and verbal format, in all delivery formats (i.e. in person, via radio, via telephone etc.);
• Strong self-motivation and the ability to work unsupervised;
• To work under pressure and be solid problem-solver;
• Friendly and professional demeanor

The role is based in Riga, Latvia. It required working fully on site in the office at Varkalu Street 13, Monday-Friday. We are offering an employment contract in following salary ranges: 1800-1950 EUR/gross monthly.

Profile & Other Information