Hays - Helpdesk n1 / n2 - Technical Leader

Our client is an international investment management company headquartered in Luxembourg. With a strong presence across Europe, the firm specializes in delivering innovative and high-performance investment solutions. Operating in a human-sized structure, the company values agility, collaboration, and continuous improvement, offering a dynamic environment where each contribution makes a real impact.

We are recruiting on behalf of our client, an Helpdesk Level 1 & 2 - Team Leader. We are looking for an experienced IT professional to lead and manage the helpdesk function, while ensuring the reliability and security of the IT infrastructure.

Key Responsibilities

Helpdesk leadership & support :

Act as the first point of contact for IT-related issues, providing Level 1 and Level 2 support.

Supervise and coordinate helpdesk activities to ensure timely resolution of incidents.

Guide and assist users with troubleshooting, installations, and configuration of Hardware and software.

Prioritise and manage requests effectively to maintain smooth operations.

System administration & Security :

Maintain and monitor Windows-based systems and networks.

Ensure Firewall compliance and implement security best practices.

Oversee daily backups and guarantee data integrity.

Manage system updates and Antivirus protection.

Reporting & continuous improvement :

Track and analyse monthly KPIs related to IT performance and user support.

Identify areas for improvement and propose solutions to enhance infrastructure reliability.

Participate in IT projects such as migrations, automation, and security upgrades.

Automation & optimisation :

Develop simple macros or scripts to streamline repetitive tasks.

Support digitalisation initiatives within the company.

Profile

Experience : at least 5 years in IT support, system administration, or similar roles, with leadership responsibilities.

Technical Skills :

Strong knowledge of Windows environments and basic networking.

Familiarity with backup solutions, Firewalls, and security protocols.

Ability to create basic automation scripts or macros.

Soft Skills :

Organised, proactive, and solution-oriented.

Excellent communication and interpersonal skills.

Ability to work independently and manage multiple priorities.

Languages : Fluent English (mandatory) French or other languages are a plus.

Additional Assets :

Previous experience in consulting or multi-project environments.

Location : Luxembourg

Contract : Permanent

Why apply?

Join a human-sized, international environment where your contribution matters.

Opportunity to shape and improve IT processes in a growing company.

Collaborative culture with a focus on innovation and efficiency.

Salary : Competitive, aligned with experience and profile.