Over the years, Rise Up expanded its footprint in the UK and Europe: France, Luxembourg, Belgium, The Netherlands, Germany, etc.

That means we’re looking for talented people with diverse skills and backgrounds to add to our rapidly growing team! In this context, we are currently looking for a Lead Helpdesk to join our Lisbon office.

You will report directly to the Head of Technical Services, and lead a team of 3 people. As a helpdesk manager, you will be responsible for the respect of our SLA, guarantee a high level of client satisfaction and drive the helpdesk agents to fulfill their missions.

Your main missions will be the following:

• Day-to-day senior support with complex requests
• Accurate technical analysis of tickets prior to dispatch them to the run team in order to accelerate their fix and avoid delayed tickets
• Engage and mobilize the run team to have the maximum impact on client satisfaction
• Follow bug fixing and test them to contribute to the quality of our delivery
• Update and maintain our ticketing tool and knowledge base
• Improve helpdesk knowledge by explaining the incidents and give them technical insight that they will be able to reuse for future incidents
• Communicate the adequate KPIs internally and externally to promote the activities

Your profile:

• You have a technical background, with some experience in IT development (coding). Ideally, you also have some experience in management and team leadership
• Good knowledge of PHP and JavaScript
• You are able to communicate with clients in order to truly comprehend their issues and give them direct feedback. You are able to make things easily comprehensible for non-technical people
• Excellent knowledge in SaaS solutions, able to make the difference between a bug and feature
• You are native or bilingual (spoken and written) in French and are fluent in English
• You have strong analytical skills and you like solving complex problems

Nice to have:

• Good level of Portuguese 
• Master’s degree or degree in Computer Science

• Fast growing company with career opportunities
• Pleasant work environment with an incredible team and great office
• Health insurance (for the employee and their immediate family members)
• Food allowance of €7.63 per day
• 25 days of vacation (by law 22)

Recruitment process

• First call with a recruiter of Rise Up
• First interview with the Head of Technical Services
• Second technical interview
• Final HR interview