Service Desk and Workplace Team (CZ/SK) Team lead (m/f/d)

About the Job:

The Service Desk and Workplace Team Lead for the Czech Republic and Slovakia (CZ/SK) plays a vital role in managing and overseeing the Service Desk and Workplace Team support operations within the specified region. Operating under the Workplace Services Functional Lead, this position encompasses leadership responsibilities for a team focused on providing frontline IT support to end-users, ensuring smooth operations of workplace technology and services

What You Do:

Manage day-to-day work across the team, ensuring efficient operations.
Lead and supervise the Service Desk and Workplace team for the CZ/SK region, providing direction, mentorship, and support.
Participate in solving emergency situations, such as incidents and problems.
Monitor service desk performance metrics and KPIs, implementing strategies to enhance service quality.
Collaborate with the disciplinary head to set up processes, budget, and system stability.
Organize teams to ensure system availability and operation in accordance with IT SOA.
Prepare reports on demand to track performance and progress.
Develop and maintain documentation, policies, and procedures for service desk and workplace L1 support

What You Bring:

Bachelor's degree in Information Technology, Computer Science, or related field.
Proven experience in IT support or service desk operations, with a strong background in frontline support.
Leadership experience, demonstrating the ability to inspire and motivate a team.
Strong analytical thinking and problem-solving skills.
Excellent communication skills in English and Czech/Slovak, both written and spoken is a must.
Familiarity with IT SOA and service desk performance metrics.
Basic knowledge of AI technologies, principles, and their practical use

What We Offer:

We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working.
We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program, and multiple employee discounts (details vary by location).
From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery, and empowerment are fostered.
Flexible working, health and wellbeing offers support balancing family and career and help our people return from career breaks with valuable experience