Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first-class sports betting experiences and casino products for our users worldwide. We are the driving force behind the world-renowned sports betting company and our flagship brand, Dafabet. Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations, and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally.We offer office-based, hybrid, and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.What you'll be getting up to:We are looking to hire a Service Desk Lead Engineer to join our global team in Technology. This is a challenging, fast-paced, and exciting environment, with plenty of opportunities to influence and grow the technology area. The Service Desk Lead Engineer will manage, develop, support, and grow our Enterprise Service Desk Team, driving consistency, operational excellence, and excellent customer service to its internal customers.Key Responsibilities:Line manage engineers in the team and be responsible for their career development, well-being, and performance.Provide leadership and guidance across the Service Desk team; motivating and driving the team with technical leadership acting as a subject matter expert and leading best practice techniques.Lead the Service Desk team in ensuring technical assurance in significant projects, for the delivery of quality technical deliverables, which may involve several teams or technologies.Provide coaching and mentoring to the Service Desk team to improve their skill set, increase knowledge, and set the benchmark of quality and precision engineering.Responsible for developing, implementing, and continuous improvement of IT Operations processes concerning Incidents, Problems, Events, Service Requests, and Changes.Measure and drive delivery and quality improvements through the capture and analysis of metrics.Work with technology teams to produce and maintain standards, guidelines, and pattern catalogue.Work with Engineering management to drive through best practice, techniques, and technology both on the team and around the company.Participate in post-incident reviews relating to end-user incidents & problems and assist in identifying enhancements and optimization to improve user experience.Foster a culture of open exchange of ideas, innovation, and continuous improvements.Understand the importance of and be a strong advocate for non-functionals e.g., monitoring, alerting, logging, etc.
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