Service Support Team Leader

About our company

"We partner with Europe to empower and enhance a sustainable energy market".

Located in Luxembourg, we are a service company that hosts Europe's single leading trading platform(e-CAT) for cross-border transmission capacity. On behalf of TSOs, we auction the available long and short-term transmission capacity rights on all internal EU borders.

On the 1st of October 2018, JAO became the Single Allocation Platform (SAP) for all European Transmission System Operators (TSOs) that operate in accordance with EU legislation, since it is able to implement and fulfill all regulatory obligations and requirements. We provide accounting (clearing and settlement), contracting, reporting and project support services.

About the job

We are looking for an experienced Service Support Team Leader who will oversee day-to-day IT operations while fostering high quality performance, accountability, and continuous improvement. They will be under direct supervision of the Head of Service Support & IT. This role offers a unique opportunity to combine people leadership, operational management, and stakeholder coordination within a dynamic and service-critical environment.

Key activities in the position:

• Lead, coordinate and motivate a multidisciplinary operational and technical team, ensuring alignment with company values and objectives, to achieve targets and deliverables.
• Plan, organize and distribute daily tasks, supervise execution, and ensure adequate team coverage, including daily, evening, weekend, and on-call rotations, ensuring effective resource allocation.
• Act as the first point of escalation for complex cases, provide suitable solutions, and support the team during critical issues, escalating further when necessary.
• Ensure incidents are handled according to best practices, reported timely and accurately, and followed through until full resolution.
• Analyze incident trends to identify areas for improvement.
• Guarantee effective support and monitoring of business applications.
• Implement and maintain standardized best practices for unified service delivery.
• Coordinate with suppliers on business incidents, act as an escalation point, and participate in operational calls to prioritize high-impact or recurring issues.
• Enforce information-security policies where applicable.
• Define, monitor, and maintain KPIs measuring service quality and team productivity.
• Produce KPI reports, highlight variances, document corrective actions, and drive continuous improvement.
• Communicate actively with stakeholders on ticket progress, status, and expected resolution timelines.
• Participate in remote and in-person meetings where representation of the company is required.
• Collaborate with other team leaders and senior managers on cross-departmental topics.
• Raise proposals and escalate relevant matters to senior management and C-level when required.
• Ensure the teams are informed of changes in ITIL practices and ISO standards.
• Ensure appropriate internal controls, effective and efficient ways of working, policies and procedures.
• Regularly produce reports on the status and effectiveness of Operational/IT processes.
• Identify improvement opportunities and sponsor their implementation.
• Be the backup the Head of Service Support and IT for the Service Support part.

Key Responsibilities as a Team Leader:

1. Foster a collaborative, supportive, and performance-driven team culture.

2. Support recruitment activities and contribute to performance assessments.

3. Handle team administration (expenses, approvals, schedules, absence management).

4. Ensure compliance with company processes, policies, and standards.

5. Step in to directly assist the team during critical issues or high-demand periods.

We are looking for someone with the following skills set:

• Information Technologies, Computer Science (2 years after A-Level) degree, or equivalent.
• Fluent in English with excellent written and spoken skills.
• 5 plus years' experience in operations management, service delivery, or logistics, ideally in a multi-shift and multidisciplinary environment.
• Knowledge of IT systems and networks.
• In-depth knowledge of ITIL practices and principles for managing IT services.
• Knowledge of process improvement methodologies (Lean, Six Sigma, Kaizen) and familiarity with automation/digital tools.
• Experience working with WINDOWS and LINUX infrastructure.
• Experience with Databases (MySQL/MSSQL/PostgreSQL..).
• Experience leading teams in an international environment.
• Information Security: Understanding of information security principles and practices.
• Experience leading teams in an international environment.
• Analytical mindset with the ability to interpret data and turn it into actionable insights.
• Able to work efficiently under strict deadlines with strong attention to detail and advanced organizational skills.
• Dynamic, flexible, reliable, and proactive, with an open-minded approach to problem-solving.
• Strong interpersonal and communication skills, with excellent listening abilities, empathy, and clear written and verbal presentation skills.
• Demonstrated managerial and leadership capabilities, including in-depth knowledge of performance metrics.
• Leads by example, inspires teamwork, and builds trust within the team.

We offer

• Salary paid on 13 months basis.
• 31 days holidays per year.
• Up to 40% of home office for Luxemburgish residents, 25% maximum for non-residents.
• 150 Euros per month towards transportation (Bus/Train) or full reimbursement of parking tickets outside the office.
• 50 Euros per month towards sport.
• 18 Luncheon vouchers per month.
• DKV complementary health insurance for you and your close family members (Optional).
• Pension plan, including Life and Disability Benefits.
• 1,000 Euros towards training per year.

In an industry that poses unique challenges and operates under stringent regulations, we are committed to creating an environment where our employees can build a solid foundation of knowledge and expertise, while growing and thriving in a positive, professional atmosphere. Join us for new professional adventures