The European Technology Chamber is a registered NGO that enables European companies to use their technologies for the benefit of Europe and mankind - following our vision "Technology obliges". As Europe’s leading tech network, we are constantly enlarging our team to serve our network even better.

We are currently building our team and now searching for

IT Team Lead – Remote IT Service Desk (m/f/d) – 100% Remote

As IT Team Lead, you will lead and develop a remote IT Service Desk team across all support layers—from Level 1 user support through Level 2/3 technical escalation to coordination with IT Architecture .

You will be responsible for ensuring that IT services, systems, processes, and support quality meet high operational standards. Your focus will be on keeping our IT environment secure, stable, productive, and available for all users.

Your Daily Tasks

1. Team Leadership & Service Desk Management

Lead, coach, and support a remote IT Service Desk team.

Organize team workloads, shift coverage, priorities, and escalations.

Set clear targets, monitor performance, and conduct regular feedback sessions.

Ensure effective collaboration between L1, L2, L3 support, infrastructure, security, and IT architecture.

Support onboarding, training, and professional development of IT team members.

2. IT Service Delivery & Operations

Ensure the daily operation and availability of IT systems, tools, applications, networks, and end-user services.

Oversee the complete incident lifecycle—from ticket intake at L1 through resolution and root-cause analysis.

Manage incidents, service requests, problems, changes, and escalations in line with agreed service levels.

Ensure critical incidents are handled quickly, professionally,



and with clear stakeholder communication.

Coordinate with external IT vendors and service providers where required.

3. Quality, Process & Continuous Improvement

Define, implement, and monitor IT Service Desk processes, SOPs, knowledge articles, and documentation.

Establish and control quality standards for ticket handling, communication, resolution times, and user satisfaction.

Track relevant KPIs, including ticket volume, response and resolution times, backlog, SLA compliance, and recurring incidents.

Identify process gaps, recurring issues, and opportunities for automation and service improvement.

Prepare regular service performance and quality reports for management.

4. IT Architecture, Security & Governance

Work closely with IT Architecture to ensure that operational requirements are considered in technology decisions.

Support the implementation and maintenance of secure, scalable, and reliable IT solutions.

Ensure compliance with IT security policies, access management standards, backup procedures, and data protection requirements.

Participate in change management, system upgrades, infrastructure improvements, and new technology rollouts.

Help maintain business continuity and disaster-recovery readiness.

What We Are Looking For

Minimum 5 years of proven experience leading an IT support, IT Service Desk,



or IT operations team.

Strong experience managing a remote or distributed IT team.

Solid understanding of multi-level IT support structures, including L1, L2, L3 support and IT architecture interfaces.

Practical knowledge of IT service management processes, such as Incident, Problem, Change, Request, and Knowledge Management.

Experience with ticketing systems, remote support tools, monitoring solutions, and IT documentation platforms.

Good understanding of cloud services, networks, endpoints, identity and access management, and cybersecurity fundamentals.

Experience in defining KPIs, SLAs, quality controls, and performance reports.

Strong leadership, communication, stakeholder-management, and problem-solving skills.

Ability to remain calm and organized during critical incidents and high-pressure situations.

Self-motivated, structured, and able to work independently in a fully remote environment.

Fluent English skills are required; additional languages are an advantage.

We offer:

We stand for the vision of a better and more sustainable world - hand in hand with European technology companies. With the personalities who are active in our organization worldwide, you create a great network and inspiration for your daily work - also for your personal future. So, you get the chance to grow with us and the whole EU Tech Chamber.

Our offer is a role in a fast-moving international organization. If you are looking for an activity with meaning and real impact in a fast growing and truly international organization, apply now with your resume.

You can find more information about us at www.eutech.org

📌 IT Team Lead – Remote IT Service Desk (India)
🏢 European Technology Chamber
📍 India