IT Service Desk Manager
D-ploy
- Praha
- Trvalý pracovní poměr
- Plný úvazek
- Support the development and implementation of strategies to scale the service desk organization in line with the increasing volume of mandates and customer requirements.
- Collaborate with stakeholders to define service desk structure, processes, and service level agreements (SLAs) tailored to the needs of different customers.
- Manage and mentor a diverse, partly decentralized team of IT support technicians in multiple countries, fostering a culture of continuous improvement and process orientation.
- Monitor and manage performance metrics for the service desk organization, identifying areas for improvement and implementing corrective actions as necessary.
- Coordinate with other IT teams and departments to ensure seamless integration of service desk operations with broader IT service delivery.
- Stay up-to-date of emerging technologies and industry trends related to IT service desk and in IT service management, incorporating relevant innovations into service desk operations.
- Actively participate in hiring process of new team members and help evolve the evaluation and testing process for new hires
- Schedule shift rotations for different service desk services including 24/7
- Proven experience in managing service desk operations, with a focus on structuring organizations for growth and scalability.
- Experience with leading a large 20+ shared service desk team
- Demonstrated ability to lead teams in a dynamic and fast-paced environment.
- Solid understanding of regulatory environments, e.g. in the pharmaceutical sector, to ensure compliance in IT service delivery.
- Strong understanding of IT service management principles and frameworks, with ITIL certification preferred.
- Excellent communication and stakeholder management skills, with fluency in English and German, Czech is a bonus.
- Experience with service desk tools and technologies for ticket management, service desk telephony and shift planning (e.g. ServiceDesk Plus, ServiceNow, Inopla).
- Proven track record of driving process improvements and delivering measurable results in service desk operations.
- Broad range of activities, tasks, and projects
- Flexible working conditions
- Paid sick days
- Vouchers (B-day voucher, wedding, and new born surprise)
- Contributions to wellness programs (multisport card)
- Fishing for Friends program - our referral program
- Further development and professional advancement
- Friendly and international working environment
- Company-sponsored events
- Competitive salary and various benefits