Service Desk Lead at ICEYE INFORMATION SOLUTIONS UK LTD

Helsinki, Uusimaa, Finland -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

7000.0

Posted On

23 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk Leadership, IT Support, Coaching, Feedback, Jira Service Management, Ticket Prioritization, SLA Adherence, Incident Management, Escalation Point Coordination, Automation, Shift-Left Strategies, Self-Service Capabilities, ITIL Practices, Okta, Google Workspace, Microsoft 365

Industry

Defense and Space Manufacturing

Description

Service Desk Lead Location: Helsinki, Finland Department: IT & Security Reports to: Head of IT Service and Operations Employment type: Permanent Workplace model: Hybrid Employment is subject to applicable security screening (incl. SUPO, where required) Why this role matters: As a Service Desk Lead, you’ll lead ICEYE’s global first-line IT support and elevate the employee experience by transforming the Service Desk into a proactive, data-driven function. You’ll bridge technical complexity and user needs, ensuring reliable, high-quality support that enables teams to operate effectively and securely across the company. Who We Are ICEYE delivers space-based intelligence, surveillance, and reconnaissance (ISR) capabilities to governments and allied nations. This includes sovereign and turnkey ISR missions leveraging ICEYE’s world-leading synthetic aperture radar (SAR) satellite technology, as well as access to data from the world’s largest SAR satellite constellation. These capabilities enable partners to detect and respond to critical changes anywhere on Earth with unprecedented speed and accuracy, day or night and in any weather, supported by ultra high-resolution imagery and high-frequency revisits. As a trusted partner for defense, intelligence, security, and maritime domain awareness, ICEYE’s near real-time data creates a tactical advantage for mission-critical operations. Designed for dual use, the platform also serves civil protection and commercial users for natural-catastrophe intelligence, insurance, maritime monitoring including oil-spill detection, and finance, contributing to global security and community resilience. ICEYE is headquartered in Finland and operates globally across Europe, North America, the Middle East, and Asia-Pacific. We have more than 900 employees, united by a shared vision: improving life on Earth by becoming the global source of truth in Earth Observation. Your day-to-day responsibilities Lead and develop the Service Desk team, providing coaching, feedback, and growth opportunities Own and optimize Jira Service Management, ensuring effective ticket prioritization and SLA adherence Act as the primary escalation point, coordinating with engineering teams to resolve complex incidents Drive continuous improvement through automation, shift-left strategies, and enhanced self-service capabilities What we’re looking for Must haves: 5+ years of experience in IT support, including at least 2 years in a leadership or lead role Strong understanding of ITIL practices across incident, request, and problem management Hands-on experience with tools such as Jira Service Management, Okta, Google Workspace, and Microsoft 365 Excellent communication skills in English, with the ability to support non-technical users effectively Nice to haves: Experience improving service desk operations through automation and self-service design Familiarity with device management tools such as Intune, Kandji, or Workspace One Strong analytical mindset with experience using KPIs and data to drive service improvements Application Process Screening with TAP Technical interview with team VP interview SVP interview Working at ICEYE At ICEYE, you’ll join a diverse and highly engaged team united by the ambition to make the impossible possible. As a global scale-up, we combine speed and ambition with the opportunity to take real ownership from day one. Your growth, wellbeing, and success are a priority, with continuous professional development, training opportunities, and a culture where collaboration is how we win. How We Work (Our Values) Make the impossible possible: We set ambitious goals and stay calm under pressure. We bring grit, optimism, and ownership when things get hard, and we keep moving until we find a way. Be curious: Go deep, ask questions, listen carefully, and think critically. Understand the “why” behind decisions. See the big picture: Stay close to what’s happening across the company so you can make better decisions. Consider how your work affects others. Drive effective teamwork: Create psychological safety, invite different perspectives, and build inclusive teams. There are no bad questions. Act as one team: We win together. We match tasks to the right owner and stay agile as priorities shift. Have fun: What we do matters—and it should be enjoyable. Celebrate progress, take pride in results, and share the wins. Benefits Our benefits are designed to support your health and wellbeing, at work and beyond. We keep improving them based on employee feedback, and offerings vary by location. Talent Acquisition will confirm what applies for this role and location during the process. Base salary range for this position is [5000–7000 EUR] per month (gross), depending on experience, and will be negotiated individually. Our Commitment to Diversity, Equity, and Inclusion We want ICEYE to be a place where people can be themselves and do great work. Different backgrounds and perspectives make us stronger, which is why we work to create an environment where people feel included, respected, and able to speak up. Whatever your background, we want you to bring your authentic self to the table. We’re committed to fair, inclusive hiring and equal opportunity. Everyone is welcome to apply. If you need any adjustments or support during the recruitment process, tell us and we will do our best to help. Apply now to start your ICEYE journey and help us continue to make the impossible possible together. Read more about ICEYE and working with us at iceye.com.

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Responsibilities

The Service Desk Lead will be responsible for leading and developing the Service Desk team, providing coaching and growth opportunities, while owning and optimizing Jira Service Management for effective ticket prioritization and SLA adherence. This role also involves acting as the primary escalation point and driving continuous improvement through automation and enhanced self-service capabilities.