Service Desk Team Lead
Job Overview
ABOUT US
At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies.
We serves as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions.
Our culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun. We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do.
Join us and be part of a global, collaborative team where trust and innovation drive everything we do.
ABOUT THE ROLE
The Service Desk Team Lead is responsible for ensuring the smooth day-to-day operation of the service desk, and the coordination and handling of incidents through the Toppan Security service management tool, ensuring that the issues are dealt with in a timely manner and according to contractual service level agreements (SLAs). This is a full-time role which will be based in Malta.
Main missions:
Team Leadership & Management
Supervise, mentor, and support the service desk analysts.
Conduct regular one-on-one meetings and performance reviews.
Facilitate training and development to enhance technical and customer-service skills.
Reporting & Metrics
Track KPIs such as first-call resolution, SLA adherence, backlog, and customer satisfaction.
Prepare regular performance dashboards and reports.
Analyse trends to identify recurring issues or areas for improvement.
Incident & Asset Management
Coordinate the incident management process as per ITIL framework, through the Toppan Security Service Management Tool
Tracking and escalation of all incidents across the portfolio so they are resolved within SLA (or as close as possible)
Manage customer requests and prioritize incidents, accordingly, including escalation of Major Incidents to the Global Support & Incident Manager.
Support Level 1 user issues whenever relevant knowledge has been already acquired or documented.
Ensure all data within the service tool is kept up to date and accurate.
Coordinate response efforts during major incidents or outages.
Respond to all requests for service in a timely manner.
Respond to calls and emails from customers and service providers.
Ensure all escalations follow best practice, containing sufficient quality information for the receiving party to engage immediately.
Assist key stakeholders in Asset Management (including Stock and Spares)
· Problem and Knowledge Management
Pull in additional resources when needed e.g., specialist teams or people for specific issues or opportunities.
Update and maintain the Known Error database/register.
Service Management & Continuous Service Improvement
Compile reports for internal or external use sourced from the Toppan Security service management tool
Collaborate with the customer and support teams to identify and manage service improvement activities.
Contribute to developing and updating knowledge base articles and SOPs.
Assist with the monitoring of performance metrics with escalations as appropriat
Ability to maintain and improve service desk processes such as incident, request and problem management).
Assist with documentation and review of internal processes and procedures
Collaboration and Stakeholder Management
Support the customers through email as well as through the Service Management Tool and calls where necessary.
Participate and lead customer meetings.
Ensure customer satisfaction, escalating concerns over service deliverables, escalating customer satisfaction issues when required to management.
Participate in Root cause Analysis meetings, for recurring issues and major incidents.
Communicating across organizational boundaries from support engineers to senior management
Liaise with internal teams and 3rd parties as required, supporting incident investigations into hardware, software, and peripheral incidents.
Maintain effective communication across the board in terms of technical team members
Build a personal relationship with the team and key customer staff.
Represent the company in an efficient and courteous way with emphasis on customer care.
ABOUT YOU
You are/have:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· 2- 3 years’ experience working in the IT Sector preferably in a senior service desk role.
· Experience working with 3rd party suppliers both locally and abroad.
· Experience in a high-pressured operations environment.
· Experience with using IT Service Management tools such as JIRA, BMC Remedy etc.
· Proficient in Microsoft Office Suite of applications, such as Word, Excel, PowerPoint
and Outlook.
· ITIL foundation Certification - Desirable
· Experience working with international customers - Desirable.
· Experience in adopting ITIL practices in enterprise environments - Desirable.
· Experience working internationally, collaborating with diverse cultures - Desirable.
· Knowledge of Change Management Practices – Desirable
Language Skills
· Ability to effectively communicate in the English language, both verbally and in writing
· Ability to effectively communicate in the French language. - Desirable.
Expectations
· Excellent customer facing skills.
· Excellent interpersonal skills.
· Ability to listen and understand information and to interpret stakeholder and customer needs.
· Ability to operate efficiently, effectively and professionally within a fast paced, dynamic and results driven business environment.
· Ability to work on own initiative.
· Adopts a pro-active approach to work, with a positive can-do attitude, enthusiastic,
self-motivated, flexible and adaptable.
· Always maintain standards.
Work Environment
Needs to collaborate with all areas of the business providing comprehensive but succinct information as required.
Empowerment: We have trust in people
Innovation: We have the courage to change
Integrity: We stand up for what’s right
Collaboration: Stronger together and embrace diversity
Work from home – limited to applicable guidelines– therefore a suitable internet connection is required.
A laptop and mobile will be provided.
Work Requirements
· Compliance with all relevant customer and Toppan Security policies and procedures related
to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
· Should be able to accommodate slight changes in working hours such as collaborative work
with stakeholders in different time zones.
· Must be legally eligible to work in the EU and the UK
· Security clearance or vetting (Clearance requires candidate to be an EU Citizen or has been
regularly working within the EU for the past 5 years).
TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.