Service Desk & Workplace Team Lead (m/f/d)

Role Purpose:

Lead the Service Desk & Workplace Support function for Allianz Portugal, ensuring a seamless, efficient and high‑quality digital experience for all employees.
You are accountable for service operations, people leadership, SLA performance and continuous improvement. Your team is the Single Point of Contact (SPOC) for all IT incidents and employee support requests.

The role oversees the full employee workplace lifecycle as incident handling, devices, collaboration tools, onboarding/offboarding readiness, onsite support coordination, and proactive digital experience improvement.

Key Responsibilities:

1. Lead the Service Desk (SPOC) Operations

• Manage the daily operation of the IT Service Desk, which functions as a single point of contact (SPOC) for all IT incidents and service requests.
• Ensure all incidents/requests are logged, categorized, tracked and closed with customer acceptance, in line with the standard process.
• Monitor queues, assignment, escalations and communication quality.
• Guarantee transparency and quality in communications with end‑users.
• Coordinate with Allianz Technology Group workplace services for escalations, onsite support, hardware flow and contract adherence.

2. Workplace Support & Digital Employee Experience

• Oversee workplace services: laptops, mobile devices, peripherals, collaboration tools, virtual workplace, and basic connectivity/printing issues.
• Ensure timely and correct provisioning, retrieval and lifecycle management of IT equipment.
• Drive compliance with patching, evergreen programs and AZ Tech workplace standards.

3. Quality, SLAs & KPI Ownership

• Own the performance dashboard for Service Desk & Workplace: Incident Response and Resolution, Service Availability, First Contact Resolution, MTTA/MTTR, backlog health.
• Ensure timely reporting, communication of trends, and corrective action plans.
• Work closely with IT Delivery, Security and AzTech partners to maintain stable, predictable IT service levels.

4. Knowledge, Self‑Service & Shift‑Left Improvement

• Implement shift‑left strategies to reduce ticket volume and improve resolution quality.
• Maintain and expand knowledge bases and DIY materials
• Strengthen self‑service adoption via the IT Self‑Service Portal

5. Team Leadership & People Development

• Lead, mentor and develop a multi‑disciplinary team (Service Desk agents, Workplace techs).
• Implement clear responsibilities, regular 1:1s, and transparent communication
• Foster a customer‑centric, collaborative and accountable team culture.

7. Continuous Improvement & Employee Experience

• Analyze recurring issues, identify root causes, and push structural improvements both locally and with AzTech.
• Partner with HR, Facilities and Security to ensure exemplary Day‑1 experience for new employees.
• Reduce digital friction by improving reliability, automation and communication flows.

Requirements:

Must‑Have

• 5+ years in Service Desk / Workplace Support roles, with at least 2 years leading teams.
• Strong command incident/request/problem/change processes.
• Proven experience leading frontline support operations and improving SLA performance.
• Understanding of workplace technologies (Windows, M365, mobile device management, hardware lifecycle).
• Excellent communication in Portuguese and English.

Nice‑to‑Have:

• Automation/PowerShell knowledge for workplace efficiency.
• Spanish.

109114 | Engenharia informática e técnica | People Management | Não Executive | Allianz Portugal | A tempo inteiro | Permanente

The Allianz Group is one of the most reliable insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges is what makes us a unique employer. Together, we can create an environment where everyone feels empowered and confident to explore, grow, and shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous one, and we are committed to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance matter, and which fosters a culture based on integrity, fairness, inclusion, and trust.

Therefore, we welcome applications regardless of ethnic or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected by applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.

Note: Having diverse strengths, experiences, perspectives, and approaches is an integral part of Allianz's corporate culture. One way to achieve this is through the regular rotation of Allianz executives across roles, Allianz entities, and geographic areas. Therefore, the company expects its employees to have a general openness and strong motivation to regularly change positions and gain experience within the Allianz Group.