Helpdesk Team Lead, Leadtech

Salary not provided

macOS

Azure

Windows

Ubuntu

Google Workspace

Mid and Senior level

Barcelona

1-2 days a week in office (Catalonia, Spain)

Online Project Development

Be an early applicant

Online Project Development

501-1000 employees

B2CRecruitmentMarketingSaaSProduct ManagementeCommerce

Be an early applicant

Salary not provided

macOS

Azure

Windows

Ubuntu

Google Workspace

Mid and Senior level

Barcelona

1-2 days a week in office (Catalonia, Spain)

501-1000 employees

B2CRecruitmentMarketingSaaSProduct ManagementeCommerce

Company mission

To bring forward new business ideas and empower employees to achieve their goals in the online business world.

Job

Company

Role

Who you are

3–4 years in a similar role, with leadership or coaching experience
Spanish & English fluency required
Based in Barcelona, available to work on-site 1–2 days per week
Strong process-driven mindset — eager to measure, improve, optimize systems
Excellent analytical and problem-solving skills
Collaborative and transparent working style at all organizational levels
Proactive, innovative, and always seeking opportunities to enhance workflows
Solid technical knowledge: Ubuntu, Windows, macOS
Hands‑on experience with Azure and Google Workspace
Familiarity with ITIL or COBIT methodologies: formal certification is a plus, but practical application is essential
Customer-oriented, calm under pressure, optimistic, positive, empathetic communicator

What the job involves

The Helpdesk Team Lead works alongside the IT Service Ops Team Lead to refine the Helpdesk experience within our organization
You will help to define and optimize support processes, ensuring consistent, high-quality IT assistance across all regions and projects
Lead and mentor a team of four helpdesk technicians, balancing hands-on support (ticket handling, escalations) with coaching responsibilities
Oversee daily helpdesk operations—manage ticket queues, backlog, SLA compliance, and incident escalation
Monitor key metrics (volume, resolution time, CSAT), generate reports, spot trends, and recommend improvements
Continuously refine workflows, documentation, and knowledge base content to streamline support processes
Foster a customer-first culture—ensure your team delivers empathetic, professional, and effective support
Provide accurate product/service information and record events, problems, resolutions in logs
Capture end-user feedback and collaborate internally to improve IT services
Support onboarding/offboarding, hardware provisioning, and system configuration tasks as required

Our take

Designing and adopting digital services can be inaccessibly expensive and complex for many businesses. Leadtech solves this problem by providing companies with innovative digital solutions.

Leadtech is well served by the diversity of its solutions, which has enabled it to build an impressive customer base. Its suite of tools covers everything from UX design to SEO, content to backend. This ensures that Leadtech has broad appeal to businesses looking for all-in-one digital solutions.

Leadtech has expanded considerably in recent years, now boasting an international team of over 250 people. Growing its talent will be an essential element of the company's continued success in the coming years, as will its commitment to innovation.

Steph

Company Specialist at Welcome to the Jungle

Company

Company benefits

Flexible timetable
Barceloneta district, close to the beach
Happy Fridays and team events
Tickets Restaurant
Fresh fruit and coffee
Game room and terrace

Company HQ

La Barceloneta, Barcelona, Spain

Leadership

Germán Castillo

(CEO)

Previously founded Grupo Germinet and advertising platform Solimba Aplicaciones.

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