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Service Desk manager

Are you ready to lead a team in achieving seamless Service Desk operations and exceeding all operational SLA’s and KPI’s, while fostering a culture of innovation and driving continual improvement? If so, the Service Desk manager role is fit to you and we'd love to talk to you. 

What will be your key responsibilities:

  • You will be responsible for delivering seamless Service Desk operations are met, while also performing critical service management activities including incident, problem, change, configuration, and release management
  • In this role, you will be tasked with developing innovation as a core culture among team members and driving the Continual Service Improvement (CSI) initiative
  • Reporting and communication to client stakeholders, thereby ensuring that all service-related metrics and goals are consistently achieved.
  • You’ll manage a team of 25+ Service Desk agents, taking charge of their recruitment, productivity, and workload assignment
  • You'll be accountable for the development of the Service Catalogue and other relevant knowledge base databases in ServiceNow

What experience should you have:

  • Team management skills with the ability to influence and drive change (Mandatory)
  • Ability to promote ideation as a culture and bring in the ways to innovate and solve complex problems
  • Verbal & written communication in English & Czech (Mandatory)
  • Presentation skills in Powerpoint and advanced Excel skills (Mandatory)
  • Ability to prioritize, manage time, schedule, and coordinate effectively

What do you get in return:

  • The contract is for an indefinite period of time. We count on you!
  • Work partially at home
  • Extra holidays. We have 25 days off plus 2 sick days.
  • We contribute from 10 400 CZK per year. You name it. Choose from contributions for pension and life insurance, sports, culture, health, travel or education in the cafeteria.
  • Educate yourself. We regularly organise and pay for IT courses, certifications, language training and personal development courses.
  • 107 CZK meal allowance on top of your salary.
  • We'll support you when you're sick. For colleagues who are seriously ill for a long period of time, we contribute to sick pay in excess of the law.
  • Stay fit and fresh. In Ostrava, use the free fitness facilities in the building and do sports with Multisport.
  • Nordic culture. At Tietoevry, we believe in you. No one is breathing down your neck and checking every minute of your work. We are friendly and open.
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