Are you an experienced team leader? Read on!

IT Service Desk leader is responsible for the day to day operation of the IT service desk team ensuring contractual service levels are met and customer expectations are met or exceeded. Responsible for the people management of service desk agents and a continuous development of capability within the team, managing the prioritization and allocation of work across the team.

Your responsibilities
• Managing the performance of the Service Desk team, ensuring that all contractual service levels are met
• Responsible for the management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams, and from external partners/suppliers.
• Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
• To take responsibility to produce, implement, maintain and take ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management
• First point of escalation for the IT service Desk
• Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
• ITIL Process ownership for Service Desk, Request Fulfilment and Incident Management
• Performance management of the service desk agents, coaching and development of the individual team members
• Develop and maintain professional credible relationships with key stakeholders (IT and the business), including relevant third parties and strategic suppliers
• Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities

• Permanent contract
• Performance bonus
• Meal vouchers
• Competitive salary
• 5th week of leave
• Bike friendly environment
• Option to work from home
• Modern offices in the center of Brno
• Initial Accommodation - 2 weeks accommodation provided by the company on joining
• Training opportunities - Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.

Information technology, computer programming, web portals

Our client provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow’s enterprise. The company has been present in Europe since 2004. Currently our client employs over 2 500 employees in Europe delivering services for Fortune 100 clients across various services.