GW
Gilat

Gilat

·19 days ago

Help desk team leader

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Location

hybrid, Chisinau, Moldova

Commitment

Full Time

Level

Lead / Manager

Required skills

Help desk managementIT supportTeam leadershipSLA managementKPI trackingService metrics analysisIncident managementProcess automationWorkflow developmentStakeholder managementCross-functional collaborationTechnical supportPerformance managementService excellence

Job Description

We are Gilat. Anywhere on the planet and in space, we bring Boundless Communications.

At Gilat Satellite Networks, (NASDAQ: GILT, TASE: GILT) we’re not just shaping the future of satellite communications—we’re transforming how the world connects. From bridging the digital divide to powering in-flight connectivity and delivering combat-proven advanced SATCOM solutions, we're driving deep-tech satellite innovation. We believe in the right of all people to be connected and are united in our resolution to provide communication solutions to all reaches of the world.

Who we are looking for

We are seeking a highly motivated and service-oriented Help Desk Team Leader to lead the IT support function and drive service excellence across the organization. This role combines team leadership, operational ownership, and continuous improvement of support processes and user experience.

What you will do

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

Requirements

  • 3+ years of experience managing a Help Desk / IT Support team
  • Experience working with ticketing systems and SLA management
  • Experience tracking, analyzing, and presenting service metrics
  • Experience managing escalations and complex support cases
  • Experience working with cross-functional teams and senior stakeholders
  • Experience in a global or multi-site environment
  • High level of English

#LI-IM1
#LI-Hybrid
#GLT

What we have for you

An exciting job opportunity in a fast moving and fascinating industry with unique learning experience in our company

  • Professional Trainings: online, external, certifications
  • A competitive salary and bonuses system
  • Office in the center of Chisinau
  • Refreshments
  • Lunch compensation
  • Private Medical insurance inclusive Dental, Oculist (65 000 lei)

Ready to join the team?

Apply now