Helpdesk Operations Team Lead

Join Kaizen Gaming as a Helpdesk Operations Team Lead to manage a global Help Desk team, ensuring top-notch technical support and customer service. We are Kaizen Gaming, the team powering Betano, one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment. We are a diverse team of more than 2,700 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices.

• •Lead and manage a team of help desk engineers, including setting clear performance goals, providing regular feedback, conducting performance evaluations, and identifying areas for improvement.
• •Ensure the Help Desk team delivers timely and effective technical support to end-users.
• •Optimize existing and establish new workflows and processes to streamline issue resolution and improve overall customer satisfaction.
• •Monitor and assess team performance SLA metrics, analyze trends, and implement strategies to enhance productivity and service quality.
• •Act as a point of escalation for complex customer inquiries and issues.
• •Assist in the onboarding of new team members and continuously enhance team’s skill set.
• •Foster a positive and inclusive team culture that values collaboration, innovation, and professional growth.
• •Lead regular team meetings to communicate goals, updates, and important information.
• •Collaborate with other department leaders to ensure seamless coordination between different teams and departments.
• •Stay up-to-date with industry trends and technological advancements.
• •Prepare and present regular reports to senior management.

• •Opportunity to work in one of the biggest GameTech companies in the world.
• •Diverse and inclusive workplace.
• •Commitment to professional growth and development.