Service Desk Manager – Europe

Service Desk Manager – Europe

80.000-90.000 CZK
Czech Republic
Job type
Full Time, Permanent Job,
Language requirements
Dutch, English, French, German,
Customer Support


Our partner is among the largest consumer products organization groups worldwide. Generating revenues of above 56 billion USD and as a truly consumer-centric, sales-driven organization, our partner manages an existing portfolio of well over 500 brands and employs over 180,000 people in 50 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: 80-90.000 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 & personal development
  • All relevant training and coaching to be able to develop your role with confidence
  • Opportunity to use EU languages on a daily basis
  • Prospective projects with an international scope to develop your full potential
  • 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 Manager’s role is to oversee the entire Service Desk team operations and ensure that end user are receiving A class technical assistance.  Therefore you will be responsible for leading our technical support team to provide excellent customer service by resolving or coordinating resolution on technical issues for all countries in Western Europe. You will also be expected to have an all-round solid technical background in order to lead improvement, standardization, simplification and optimization of the process and pertinent technical scope. An ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Within your role, you will have the following accountabilities:

  • Manage the Service Desk Team and evaluate performance
  • Manage the Service Desk Operations and Governance following ITIL framework with a particular focus in
  1. Incident Management: including overall governance of 3rd parties
  2. Service Desk scripts and process Service Request including visibility on approval flow
  3. Service Level Management, reporting on key defined KPIs
  4. Continuous Service Improvement
  • 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
  • Act as a further escalation point for unresolved or escalated calls
  • Establish best practices through the entire technical support process
  • Follow up with key stakeholders to identify areas of improvement
  • Develop daily, weekly and monthly reports on Service Desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
  • Communicate with the End User Community, as well as identify training opportunities to increase overall IT knowledge in the organization
  • Partner with BU Solutions Managers & IT Operations Managers to meet new business needs and address eventual escalations
  • Participate in Vendor Management Meeting for key Service Providers; ensuring E2E alignment




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


  • 5+ years of experience in Information Technology Management Operations – particularly in leading entire Service Desk
  • 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. Language skills
  • Fluent English in speaking, reading and writing and a secondary language e.g:  German, French, Dutch

Behavioral Competencies

(to be discussed on an one o one basis)