Help Desk Team Leader

About the role

Gilat Satellite Networks is looking for a motivated Help Desk Team Leader to oversee the IT support function and ensure service excellence across the organization. You will manage daily operations, prioritize workload, and continuously improve user experience.

Key responsibilities

• Lead the Help Desk team, handling daily operations, workload prioritization and performance management.
• Monitor and improve SLA/KPI performance, response times and overall service quality.
• Analyze support metrics, generate insights and present them to management.
• Manage escalations and resolve complex technical incidents.
• Drive process standardisation, automation and service improvements.
• Build and maintain workflows, procedures and support methodologies.
• Collaborate with other IT teams and business stakeholders.
• Lead cross‑functional projects related to IT support and service delivery.

Required profile

• Minimum 3 years of experience managing a Help Desk or IT Support team.
• Proven experience with ticketing systems and SLA management.
• Ability to track, analyse and present service metrics.
• Experience handling escalations and complex support cases.
• Experience working with cross‑functional teams and senior stakeholders.
• Background in a global or multi‑site environment.
• High level of English proficiency.

Required skills

• Ticketing systems
• SLA management
• Support metrics analysis

What we offer

• Exciting role in a fast‑moving satellite communications industry.
• Professional trainings, online courses, external certifications.
• Competitive salary and bonus scheme.
• Office located in the centre of Chisinau.
• Refreshments, lunch compensation.
• Private medical insurance including dental and ophthalmology coverage (up to 65 000 lei).