Lead Service Desk Microsoft (hands on)

Talcom is seeking a Service Desk Lead for a long-term assignment with one of our enterprise clients. The client cannot be disclosed at this stage, but the position offers stability, responsibility, and clear opportunities for growth. The role is based in our new Talcom office in Novi Sad, which provides a modern workspace and an active team culture with regular company events and learning sessions.Responsibilities – Lead the Service Desk team handling first and second line Windows support – Coordinate intake, triage, and resolution of incidents and service requests – Ensure timely and accurate communication during major incidents and align with infrastructure teams – Manage user accounts, access requests, and onboarding processes – Maintain and improve documentation, templates, and self-service materials – Monitor service quality, track recurring incidents, and initiate problem management – Support and mentor Service Desk engineers to maintain a high level of customer satisfaction and performance – Prepare periodic reports on trends, workloads, and efficiencyRequirements – Experience with Windows 10 and 11 environments, M365 administration, and common IT support tools – Working knowledge of Topdesk or similar enterprise ticketing systems – Two to three years experience in IT support, preferably with incident management responsibility – Strong communication and coordination skills in a service-oriented environment – Proven leadership ability to guide and motivate a support team – Structured, reliable, and calm under pressure – Fluency in English is required, as it is the main language used across the company. Knowledge of Spanish, French, or German is considered an advantage.Talcom offers – Long-term engagement with a leading international client – A collaborative and modern work environment in our Novi Sad office – Competitive compensation and career development opportunities (educational budget) – Access to experienced IT professionals across Europe – Health care coverage and gym membership support– Regular team outings, company events, and internal knowledge-sharing sessions