summary

athens - onsite, attica
permanent

specialism
information technology

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job details

Are you a Technical Support Team Leader ready to coordinate and empower the frontline Tech Operations team of an industry leader? Join a high-performing IT team at the forefront of operational excellence, optimizing Incident Management workflows, streamlining 24/7 support coverage, and revolutionizing how modern enterprise technology delivers seamless service reliability.

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key responsibilities
- Support Team Coordination & Leadership: Lead, mentor, and coordinate the IT Support team, ensuring seamless operational execution, continuous service delivery, and high team performance.
- 24/7 On-Call & Shift Management: Design, structure, and oversee the team’s 24/7 on-call rotation schedules, guaranteeing continuous readiness, operational coverage, and balanced team workload.
- Incident & Escalation Management: Serve as the technical escalation point for critical service incidents, driving rapid troubleshooting, root-cause resolution, and strict alignment with SLAs.
- ITSM Workflow & Tooling Optimization: Streamline and evolve support processes using modern ticketing and ITSM platforms (e.g., ServiceNow, Jira) to elevate operational efficiency and automation.
- Process Standardisation & Knowledge Base: Establish standardized support playbooks, refine documentation, and continuously analyze support metrics (KPIs) to drive preventive problem management.
qualifications
- Technical Background & Coordination Experience: Proven track record in a technical support role (IT Support / Operations) with hands-on experience in coordinating, leading, or mentoring engineering teams.
- ITSM & Service Desk Platforms: Solid familiarity with enterprise ITSM and ticketing platforms (experience with ServiceNow and/or Jira is a strong plus, though proficiency in equivalent IT service management tools is welcomed).
- Incident Response & Operational Readiness: Strong understanding of Incident Management frameworks, SLA tracking, and managing high-availability, 24/7 on-call operational environments.
- Soft Skills & Crisis Management: Exceptional organizational, communication, and leadership skills with a proven ability to prioritize tasks and maintain composure during critical technical outages.
- Education & Languages: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience); fluent in English (written and spoken).
experience
4+ years of experience
information
Have some questions first? Contact Maria Hadjichristodoulou at 6952381381 from Monday to Friday. Otherwise, feel free to contact me at mhadjichristodoulou@randstad.gr
Please note that for transparency and equity reasons, only those applications made online via our site will be assessed. After the screening of all the CVs received, we will only contact the candidates who meet the requirements of the job to arrange an interview. All applications are considered strictly confidential.

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