At METLEN Energy & Metals, we are catalysts for a sustainable future, positioned at the forefront of the energy transition while being a reference point for competitive green metallurgy at both the European and global levels. We are a global industrial and energy company operating across two highly interconnected and complementary sectors: Energy and Metals. With a consolidated turnover of €5,683 million and an EBITDA of €1,080 million, along with a workforce of over 7,627 dedicated individuals, we drive success through cutting-edge technology and diverse talent.
We are committed to embracing new state-of-the-art technologies and advancements, propelling us towards a cleaner, brighter tomorrow. Our positive footprint extends across five continents, creating a lasting impact. At METLEN, we foster a culture of resilience, challenge, respect, excellence, and change, empowering our diverse workforce to achieve remarkable outcomes.
We are currently looking for an IT Service Desk Team Leader to join our Information Technology & Digital Strategy Division based in Paiania.
By joining this role, you will play a key part in ensuring the smooth and efficient operation of the IT Service Desk, driving service quality, supporting team performance, and contributing to continuous improvement of IT support services across the organization.
Your role will encompass:
- Coordinating the daily operations of the IT Service Desk (1st and 2nd level support)
- Ensuring proper handling, prioritization, and escalation of incidents and service requests
- Monitoring SLA compliance and key performance indicators (KPIs)
- Performing ticket quality reviews and supporting continuous service improvement initiatives
- Providing coaching, onboarding, and performance feedback to team members
- Collaborating with other IT teams to support resolution of critical incidents
- Managing major incidents and ensuring timely communication and coordination until resolution
- Contributing to the optimization of Service Desk processes and workflows
What you will bring to the role:
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Proven experience in an IT Service Desk or IT Support environment
- 2+ years of experience in a team coordination or leadership role is considered a strong advantage
- Good understanding of ITIL practices and service management principles
- Experience with IT ticketing systems (e.g., ServiceNow, Jira Service Management or similar)
- Strong leadership, communication and interpersonal skills with a customer-focused mindset
- Strong organizational, prioritization and problem-solving skills with the ability to work under pressure
- Fulfilled military obligations (where applicable)
Share the same Value-Based Behaviors:
- People & Personal Growth
- Results Orientation & Safety Excellence
- Collaboration & Trust
- Empathy & Effective Communication
- Flexibility & Adaptability
Your Benefits:
- Competitive remuneration package
- Ticket Restaurant
- Preferential household electricity plan
- Group Health Insurance program
- Pension Plan
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At Metlen Energy & Metals we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.