Team Lead IT Service Desk

We are looking for a motivated and experienced Team Leader to join our 24/7 1st Line Service Desk team. The role involves coordinating the 1st Line Service Desk team who provide day-to-day user support and incident handling across our organization.

As part of main responsibilities you will make sure the team delivers quality service meets SLA targets and continuously improves in efficiency communication and technical know-how.

You will:

• Coordinate and guide the 1st Line Service Desk team in their daily activity.
• Monitor incident handling and ensure all tickets are triaged and resolved within SLA.
• Review team performance and implement improvements where needed.
• Support and coach engineers to develop their technical and customer service skills.
• Manage schedules shifts and team workload to ensure proper coverage.
• Act as an escalation point for complex or high-impact incidents/tickets.
• Prepare and share regular KPI and performance reports with management.

We Offer:

• Naturally you will receive a salary that matches your work experience
• Meal tickets
• Private medical subscription
• 20% discount on all vidaXL products
• Vacation vouchers
• Discount on ESX Subscription
• Massage at the office
• Opportunities to develop yourself
• 23 vacation days per year

We ask:

• Minimum 3 years experience in a Service Desk or IT Support environment
• Previous team leading or coordination experience
• Good understanding of Incident management process and ticketing systems
• Strong organizational and problem-solving skills
• Proactive attitude and sense of responsibility
• Fluent in English (spoken and written)
• Flexible mindset willing to step in and support the team when needed.

Why vidaXL
vidaXL is a major player in the ever-growing world of e-commerce. Since the foundation in 2006 vidaXL is pushing global growth serving millions of customers with a vast selection of products for every aspect of their lives. The bold and down-to-earth approach makes the vidaXL team unique. The combination of embracing challenges taking chances and trying new things every day enables the success.

We believe in our people and we love to invest in their personal growth. We offer the freedom to seize opportunities thrive and grow alongside a global e-commerce leader.

Want to join us

We look forward to your application! For more information contact our Talent Advisor: Ioana Voinea.

* An assessment will be part of our recruitment process

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age or disability.