About Us
Penta is a Managed Service Provider (MSP) specializing in IT outsourcing and cloud transformation, operating in both public and private data centers. From our offices in Geneva, Switzerland, and Dubai (DIFC), United Arab Emirates, we deliver secure, compliant, and reliable IT services to clients worldwide.
To support our growing customer base, we are looking for an Operational Service Desk Team Leader to lead our support team and ensure service continuity, quality, and client satisfaction.
Your Role
As a Service Desk Team Leader, you are responsible for the day-to-day operational management of the service desk team.
You act as the technical reference, team coordinator, and key communication point between clients and internal teams.
This is a hands-on leadership role, combining people management, operational oversight, and technical expertise.
Your Responsibilities
Operational Team Management
* Plan and manage team availability (vacations, absences, on-call planning) to ensure continuous service coverage
* Maintain and oversee the support calendar, ensuring adequate staffing at all times
* Act as the first escalation point for operational or service-related issues
* Support the team in daily activities and remove operational blockers
Ticket & Service Oversight
* Oversee ticket queues and priorities to ensure SLA compliance
* Review complex or sensitive tickets and provide technical guidance
* Ensure proper ticket documentation, ownership, and follow-up
* Identify recurring issues and drive corrective actions
Technical Leadership
* Act as the technical reference within the service desk team
* Validate solutions proposed by the team before client communication when required
* Ensure best practices are applied across Microsoft 365, Windows, and hybrid environments
* Collaborate with senior engineers and cloud specialists for advanced cases
Client Communication & Service Quality
* Ensure clear, professional, and proactive communication with clients
* Handle critical client situations and service incidents
* Participate in service reviews and continuous improvement initiatives
* Ensure alignment between client expectations and operational delivery
Your Profile
We’re looking for someone who is:
* Experienced: 5+ years in IT support or service desk environments, ideally within an MSP
* Leadership-Oriented: Proven experience coordinating or leading a technical team (formal or informal leadership)
* Technically Strong: Solid hands-on knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Intune), Windows, Active Directory, and hybrid environments
* Operationally Minded: Structured, organized, and comfortable managing schedules, priorities, and service continuity
* Client-Focused: Strong communication skills and a service-oriented mindset
* Bilingual: Fluent in French and English (spoken and written)
Certifications (a plus):
Microsoft 365, ITIL Foundation, or similar.
Why Join Us?
Take a key operational leadership role in a growing MSP
Work with modern Microsoft cloud technologies and real-world client environments
Have a direct impact on service quality and customer satisfaction
Join a professional, trust-based environment that values ownership and accountability
Grow toward broader service management or technical leadership roles
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