Service Desk EU Team Leader

Service Desk EU Team Leader

50.000-70.000 *DOE CZK
Czech Republic
Job type
Full Time, Permanent Job,
Language requirements
Customer Support


Our partner is among the largest consumer products organization groups worldwide. Generating revenues of 39.8 billion USD and as a truly consumer-centric, sales-driven organization, our partner manages an existing portfolio of well over 200 brands and employs over 155,000 people in 25 countries. Behind this business force is their people and what they stand for. Despite the complexity of operations in many countries around the world with different national cultures, our partner operates as one company, with one culture. A culture that is built on ownership, informality, and candor.



  • Very competitive remuneration: 50-70.000 CZK per month *DOE (depending on profile and experience)
  • Yearly bonuses
  • Extensive corporate benefits package (including meal vouchers, 5 weeks of holidays and other benefits)
  • Permanent employment contract
  • Continuous professional development in an expanding corporation
  • All relevant coaching to develop your role successfully with confidence
  • Opportunity to use EU languages on a daily basis
  • Prospective projects with an international scope
  • Positive, social, dynamic & international working environment
  • Large and modern office building near public transportation a walking distance to shopping center
  • Free refreshments in the workplace
  • Regular social events and team building activities



The Service Desk Shift Leader’s role is to oversee its respective Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. This professional is expected to have solid technical background combined with customer service experience, be able to lead and motivate the team by providing candor feedback, identifying improvement areas and working with the team members to achieve results.

Within your role, some of your responsibilities will be:


  • Coordinate Service Desk Shift in alignment with standards guidelines and procedures
  • Manage the Service Desk Operations and Governance following ITIL framework
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support Service Desk representatives and technicians
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
  • Perform random audits, performance evaluations and ensure staff is properly trained and equipped to handle day to day activities
  • Daily monitoring of the activities being performed by the Service Desk agents
  • Communicate with the End User Community, as well as identify training opportunities to increase overall IT knowledge in the organization




  • University degree level or equal by experience, combining Information Technology and Business management


  • 3+ years of experience in Information Technology Operations – particularly related to Service Desk
  • Experience in coordinating / supervising teams is desired
  • Understanding and experience with IT outsourced model
  • Experience in working in a multi-national environment

Technical Competencies

  • Knowledge on ITIL standards and methods, ITIL certification is desired
  • Exceptional interpersonal skills, as well as written and oral communication skills
  • Ability to absorb and retain information quickly
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Proven analytical and problem-solving abilities.

Behavioral Competencies

(To be discussed)

  • No previous work experience but Information Technology studies or qualification
  • Proficient level in English
  • A good ability to understand computer systems, mobile devices, and other technology products
  • Technical ability to diagnose and resolve basic technical issues
  • Experience and or motivation in working in a multi-national environment
  • Customer-centric mindset and can do attitude
  • Dynamic, ownership and result oriented
  • Very good team player and able to work independently