IT Service Desk Team Lead

Role: IT Service Desk Team Lead

Location: Finland

Hiring Model: Hybrid

Who are we?

We are a Finnish-based international New Space company with employees from more than 57 countries in Finland, the US, the UK, Spain, Luxembourg, and Poland. Our team is a tight-knit group of experts from areas including engineering, software development, and radar technology. We’re innovative, driven people who strive for excellence in everything we do. Being advocates of our corporate culture, we value teamwork and curiosity, and we know how to have fun!

What do we do?

ICEYE is building and operating its commercial constellation of small Synthetic Aperture Radar (SAR) satellites with SAR data available to customers. Our satellites acquire images of Earth at any time – even when it’s cloudy or dark – providing commercial and government partners with unmatched persistent monitoring capabilities. Information derived from our SAR images helps customers make data-driven decisions to address time-critical challenges in various sectors, such as maritime, disaster management, insurance, and finance.

What are we looking for?

You will be leading a team of IT Service Desk analysts. Your major focus area will be automation essential for the company’s fast-paced growth, besides being responsible for overseeing the day-to-day effectiveness of service provisioning in a scale-up company.

Responsibilities:

• Coordinate the activities of the assigned resources, through effective management of the team
• Ensure team’s availability and capability (performance management, training & coaching) to meet KPIs and adherence to SLA
• Coordinate technical and hierarchical escalation to other technical teams / 3rd parties/management
• Manage escalations regarding any issues of operational significance
• Build and assist with the development of new processes and enhancement of existing ones
• Develop and implement ongoing Service Improvement measures
• Create user manuals and operational IT documentation
• Coordinate IT governance, revision and creation of IT policies
• Maintain IT assets, hardware records, software records and their interfaces

Qualifications

Required:

• 5y+ hands-on automation experience for IT service/help desk
• 3y+ people manager skills and experience in leading people

• Great communication skills (English)
• Service oriented mindset
• Ability to build a cohesive team and manage it effectively.
• Ability to set the long-term direction of the team and provide strategic vision.
• Understanding and implementation of best practices for service management.
• Ability to manage time effectively for multiple work streams and priorities.
• Ability to coach and develop the team.
• Ability to be influential and persuasive with stakeholders.
• Ability to promote the service desk, advocate for necessary resources, support, and appreciation.
• Critical thinking about the systems and processes, adjusting consistently as needed.

Preferred:

• Certifications: ITIL, HDI
• Workspace ONE
• Experience with DaaS services
• Salesforce

What we offer:

• A job that matters in a dynamic New Space environment with a scale-up approach
• An independent role with a supportive and diverse work environment
• Occupational healthcare, occupational and private insurance
• A yearly benefit budget to spend as you wish (i.e. on sport, transport, bike benefit, wellness, lunch, etc.)
• Phone subscription with iphone of choice
• Relocation support (i.e. flight tickets, accommodation,relocation agency support)
• Time for self-development, research, training, conferences, or certification schemes
• Finnish & English lessons
• Inspiring and collaborating offices and silent workspaces enabling you to focus
• A wide variety of best coffee, tea, snacks, and sweets to accompany your daily space mission

Diversity & inclusion are core values at ICEYE. We are passionate about building and sustaining inclusive and equitable working and learning environments for all staff. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and discover, design, and deliver solutions.

Could this be the role for you? Apply now to start your journey with ICEYE.

We are making the impossible possible together.

Contact

Omar Adamou

Recruiting@iceye.fi