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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT Helpdesk operations, team leadership, and service management, with a strong focus on continuous improvement initiatives and adherence to ITIL practices. Proficient in managing endpoint technologies and ensuring compliance with service level agreements while fostering effective stakeholder relationships.
Highest-signal resume keywords
IT Helpdesk LeadershipWindows 11 Enterprise ExpertiseITIL Practices ImplementationMicrosoft Intune ManagementPowerShell Automation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Windows 11 EnterpriseMicrosoft 365Active DirectoryEndpoint ManagementITIL PracticesPowerShell AutomationMicrosoft IntuneConfiguration ManagerSecurity Risk AssessmentsAsset Management
Soft Skills
Analytical Problem-SolvingOrganizational SkillsStakeholder Management
Tools & Technologies
Ticketing PlatformsVirtualization EnvironmentsMicrosoft Defender for EndpointSelf-Service PortalsSecure AI-Assisted Workflows
Certifications & Qualifications
ITIL 4 FoundationMicrosoft Certifications
Industry Keywords
Incident ManagementService Request ManagementChange EnablementEndpoint HardeningSecurity Policies
Tech Stack
Tools & technologiesITSMLinux
About the role
Key responsibilities & impact- Lead, mentor, develop, and evaluate the IT Helpdesk team
- Ensure reliable, timely, and professional support to internal stakeholders
- Oversee incident management, service requests, ticket prioritization, technical escalations, and SLA compliance
- Maintain accurate IT asset inventories
- Oversee provisioning, configuration, maintenance, and lifecycle management of corporate workstations, laptops, and peripherals
- Identify operational inefficiencies, recurring incidents, service gaps, and opportunities for improvement
- Develop, propose, prioritize, and implement continuous improvement initiatives
- Standardize IT support procedures, troubleshooting guides, knowledge bases, and self-service capabilities
- Define, monitor, and continuously improve Helpdesk KPIs
- Establish measurable improvement targets, corrective action plans, and service improvement roadmaps
- Report to the IT Section Manager
Requirements
What you’ll need- Bachelor’s degree in Information technology or Computer science or related field
- Minimum 10 years of professional experience in corporate IT support, Helpdesk operations, desktop engineering, or IT service management, including proven team leadership responsibilities
- Strong hands-on expertise in Windows 11 Enterprise, Microsoft 365, Active Directory, Microsoft Entra ID, and enterprise endpoint troubleshooting
- Practical experience with endpoint management, software deployment, patch management, ticketing platforms, and IT asset lifecycle processes
- Solid understanding of ITIL practices, including Incident Management, Problem Management, Change Enablement, and Service Request Management
- Experience developing standard operating procedures, technical documentation, knowledge bases, and operational reports
- Strong analytical, problem-solving, organizational, and stakeholder-management capabilities
- Professional proficiency in Greek and English
- ITIL 4 Foundation or higher, Microsoft certifications, or relevant IT service management qualifications
- Advanced experience with Microsoft Intune, Configuration Manager, Microsoft Defender for Endpoint, and enterprise software deployment solutions
- Experience implementing PowerShell automation, self-service portals, and secure AI-assisted IT support workflows
- Familiarity with Privileged Access Management (PAM), endpoint hardening, application control, and secure configuration baselines
- Microsoft 365 Administration
- Operating Systems (Windows, Linux)
- Virtualization Environments (ESXi, Proxmox)
- Networking (LAN)
- Working knowledge of Security risk assessments
- Asset and vulnerability management
- Security policies, procedures and technical standards
- Evidence collection and audit preparation
- Security control implementation and testing
Benefits
Comp & perks- Competitive Remuneration package directly dependent on the candidate's qualifications and experience
- Opportunities for Continuous Learning of state-of-the-art technology and career development
- Private Health Insurance
- Corporate transportation from metro stations
- Onsite dining facilities
- Work-Life Balance initiatives
- Friendly and Dynamic Working Environment