IT Support Team Lead

**Req Id**:14383**Job Family**:IT**Location**:Porto, PT, 4100-136**Our Vision.**
- SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.**Our Profile.**
- We design, build, install and operate offshore floating facilities for the offshore energy industry. As a leading technology provider, we put our marine expertise at the service of a responsible energy transition by reducing emissions from fossil fuel production, while developing cleaner solutions for renewable energy sources. More than 7,000 SBMers worldwide are committed to sharing their experience to deliver safe, sustainable and affordable energy from the oceans for generations to come. Together, we are driving progress forward in a TRUE. BLUE. TRANSITION.**#OGJS**
- The IT Support Technician Lead is responsible for leading the Level 1 team of IT Support Technicians, to ensure that the prioritization of tickets is done and assist with escalated tickets.-
**MAIN RESPONSIBILITIES & TASKS**
- Lead and mentor a team of IT Support Technicians, providing guidance, coaching, and performance feedback to ensure high levels of productivity and customer satisfaction.
- Monitor and prioritize incoming support tickets, ensuring that all issues are addressed in a timely manner and according to established service level agreements (SLAs).
- Act as an escalation point, providing guidance and support to resolve issues efficiently.
- Coordinate with other IT teams, across different sites and disciplines, to ensure seamless resolution of issues and effective communication with end-users.
- Analyse IT Service Desk metrics and performance data to identify trends, areas for improvement, and opportunities to optimize processes.
- Drive continuous improvement initiatives to streamline support processes, increase first-call resolution rates, and enhance overall customer satisfaction.
- Develop and maintain documentation for IT procedures, troubleshooting guides, and knowledge base articles.
- Enforce and execute the agreed processes and known best practices necessary to work accordingly to the direction and strategy of IT&S, making suggestions for improvement when the opportunity arises.
- Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information, and provide guidance.
- Enforce Incident Management Procedures and ITSM Procedures on the team.
- Ensure that the IT Support Technicians keep the customer properly and timely informed on the status of their ticket.
- Interface with key stakeholders in the office when necessary.
- Provide accurate and detailed information when escalating to the next support level.
- Ensure that the endpoint lifecycle policy is executed.
- Communicate/escalate in timely manner recurring issues and problems to the IT Support Manager.
- Communicate the minimum hardware stock availability to IT Asset & Data Administrator/IT Operations Manager.
- Maintain a weekly/monthly schedule, fulfilling all individual roles and responsibilities of the team.

**JOB REQUIREMENTS**
- Minimum 5 years’ experience in IT Service Desk role, providing on-site and remote support.
- Mandatory English-speaking fluency. French, Portuguese, or Dutch languages are a plus.
- Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
- Proven ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
- Strong analytical and problem-solving skills, with a keen attention to detail.
- Excellent written and verbal communication skills, with the ability to communicate technical information effectively to non-technical users.
- Mandatory experience in Windows OS environment, Office 365 suite, Cisco end-user devices (i.e. video conferencing), and Citrix client.
- Mandatory experience with endpoint hardware lifecycle, deployment, and maintenance.
- Mandatory experience with ITIL v3 processes.
- Experience supporting VIPs is required.
- Attitude required are to be communicative, energetic, self-motivated, and self-learner.
- Certifications on Microsoft and Cisco products are a plus.
- Able to work on a shifting schedule and during weekends/bank holidays (on-call or regular duty), based on business requirements.

**GENERAL INFORMATION**- SBM Offshore is proud to be an Equal Employment Opportunity and Affirmative Action employer. SBM Offshore does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.