Service Desk Line Manager

You may apply to Tietoevry by selecting Apply and fill your application details to the form. You may also Apply by using LinkedIn and populate details to your application from your LinkedIn profile.

You will be responsible for:

• Responsible for delivering seamless Service Desk operations and meeting all operational SLA’s and KPI’s

• Perform service management activities including incident, problem, change, configuration and release management involving all key stakeholders

• Develop innovation as a culture among the team members and drive the Continual Service Improvement (CSI) as an initiative

• Assume the operation responsibility of delivery teams from transition and provide program level reporting and communication to client stakeholders

• Manage a team of 25+ Service Desk agents, handle recruiting, productivity and workload assignment of individual team members

• Accountable for development of Service Catalogue and other relevant knowledgebase databases in ServiceNow

• Ensure documentation of key processes are up to date and implemented within the team operations

• Proactive identification of possible improvements and enhancements to systems and new business opportunities

• Should be able to handle Escalations, identify corrective and preventive actions and reduce the number of issues being escalated

• Own and improve the CSAT scores

We expect you to have:

• Graduate Degree in Computer science or related field (Desired)

• Team management skills with the ability to influence and drive change (Mandatory)

• Dynamic and ambitious individual with a passion for the customers

• Strong ability to think out of the box, promote ideation as a culture and bring in the ways to innovate and solve complex problems

• Excellent verbal & written communication in English & Czech (Mandatory)

• Strong presentation skills in Powerpoint and advanced Excel skills (Mandatory)

• Experience in managing similarly-sized teams (20+) (Desired)

• Experience in developing and maintaining best in class services in Service Desk (Desired)

• Excellent ability to prioritization, time management, scheduling and coordination skills

• Good understanding of ServiceNow ITSM Tool (Desired)

• Good ITIL knowledge – preferably certified ITIL V3/V4 (Desired)

• Preferred to have good knowledge around hardware and software support (Desired)