Point of Contact Centre Operations Lead

Position Summary

In this role, you will lead the day-to-day performance of Metrea's on-site 24/7 Point of Contact Centre in Greece. You will direct Service Desk, Network and Cybersecurity, and Aviation Application Support analysts; control work across shifts; and act as the senior operational escalation point for service disruption. You will be successful if you combine people leadership, service management and sound operational judgement with clear customer communication.

What You'll Do

Lead the on-site centre and maintain effective operational control across all shifts and support disciplines.

Build and maintain rosters that provide the approved coverage, competence, access and escalation support.

Monitor incident queues, alerts, backlogs, response times, resolution performance, aged work and customer communication.

Set shift priorities, rebalance work and act as the senior operational escalation point for priority and major incidents.

Coordinate analysts, specialist teams, suppliers and customer representatives during service disruption.

Manage analysts through objectives, one-to-ones, performance reviews, coaching, wellbeing support and development plans.

Maintain a competency matrix and control duties and system access according to demonstrated capability.

Own the junior rotational programme, including mentors, rotation objectives, reviews and second-year specialisation recommendations.

Review ticket quality, handovers, knowledge, process adherence and service performance, and report risks and improvement actions.

Maintain operating procedures, major incident arrangements, business-continuity playbooks and compliance with security and site requirements.

What You Bring

Must Haves

Proven line-management experience in a service desk, IT contact centre, NOC, SOC or application-support operation.

Experience leading a 24-hour, shift-based or high-availability service and managing coverage, handovers and escalation.

Broad practical understanding of end-user support, networks, cybersecurity, infrastructure, identity and business applications.

Experience managing incidents, service levels, backlogs, major incidents, customer escalations and suppliers.

People-management experience covering onboarding, objectives, coaching, performance, wellbeing and development.

Strong written and verbal communication, service-data analysis and sound judgement under pressure.

Nice to Haves

Management experience in aviation, transport, defence, government, managed services or another operationally critical environment.

Experience establishing, transitioning or materially improving a service desk or operations centre.

ITIL, Microsoft, cybersecurity, networking, leadership or people-management training.

Additional Eligibility Qualifications

Ability to complete any additional customer, site, identity or privileged-access checks required for assigned duties.

Availability to provide shift-aligned leadership and participate in an agreed out-of-hours escalation arrangement.

Ability to attend the site outside planned hours when required for major incidents, staffing emergencies or critical service activity.

Benefits

Benefits will be provided in accordance with the employing Metrea entity, local policy and applicable Greek law. Details of the Greece benefits package will be confirmed during the recruitment process. Metrea supports role-relevant learning and professional development.

Work Authorization / Security Clearance

The employee must hold the legal right to work in Greece, or obtain it before employment begins, and must be able to provide the required right-to-work documentation.

AAP/EEO Statement

Metrea is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other characteristics protected by applicable law.

Position Type and Expected Hours of Work

This is a full-time, on-site leadership position. The role works a shift-aligned schedule and participates in an agreed out-of-hours escalation arrangement. Attendance outside planned hours may be required during major incidents, staffing emergencies or critical service activity. Working time and rest arrangements will follow applicable Greek law and company policy.

Work Environment

Greece. This is an on-site role and is not designated for routine remote working.

This role operates in an on-site office and technical support environment. Work is primarily computer-based and may involve extended use of display screens, telephones or headsets.

Travel

Occasional travel may be required for customer meetings, training, supplier engagement or support to another approved site.