Service Desk Team Lead (German Speaker)

About the role

You will lead a multilingual service desk team for a global IT company, ensuring high‑quality support and seamless service delivery to customers across regions. The position combines people management, escalation handling, and continuous improvement of support processes.

Key responsibilities

• Plan and allocate team resources to meet maintenance, support and development needs.
• Act as first‑level escalation point for customers and internal team members.
• Drive continuous improvement of services, processes and tools.
• Advise and support the team on functional requests and issue resolution.
• Foster an open‑communication culture and motivate team members.
• Follow up on complex customer issues that require additional research.
• Represent the team in job interviews and stakeholder meetings.

Required profile

• Fluent German (C1/C2) and English communication skills.
• Proven experience leading and developing a service desk or similar team.
• Background in customer‑facing or IT support roles.
• Analytical, proactive and strong problem‑solving attitude.
• People‑management capability with a focus on motivation and guidance.
• High level of self‑motivation, flexibility and mobility.

Required skills

What we offer

• Monthly gross salary from 2,200 € to 2,700 €.
• Hybrid work model with a comfortable office in central Riga.
• Family‑oriented benefits: extra vacation days, birthday leave, child‑friendly office space.
• Individual development plan with an annual training budget.
• Comprehensive health insurance including dental and sports coverage.
• Positive, multicultural team environment encouraging creativity and initiative.