Service Desk Team Leader

Prag, Hauptstadt Prag, Tschechien Global Business Services 19745 30/06/2020
Jetzt bewerben

Service Desk Team Leader


  • Build, establish, stabilize and develop the EIM teams to deliver operational and service excellence to the client entities within very challenging time-frames.

  • Help build efficient and effective relationships between the EIM, internal & business colleagues.

  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

  • Ensure staff within the EIM teams are capable of meeting their day to day operational commitments and at the same time developing their future capability

  • Manage, plans and refines the 24/7 shift schedule coverage to ensure optimum attention to incidents and escalations (ensuring appropriate cover is achieved at all times, based on fluctuating workloads)

  • Manage high severity emergency incidents, assign and response in a timely manner and according to agreed standards and procedures

  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.

  • Manage and motivate staff

  • Provide support and remedies to escalated problems from the EIM, including complaint management


  •  Specific business knowledge

  • Good command of spoken and written English

  • Coaches & develops team to achieve success with regional and global models

  • Proficiency in Microsoft applications such as Word, PowerPoint and Excel

  • Ability to handle and perform in stressful situations

  • 3 years’ experience in Incident Management /Service Desk Environment

  • Corporate, industry and professional standards (ITIL)

  • Familiar with service levels& performance monitoring systems

1 year supervisory/Team Leader experience gained in a support role


  • A great team of IT professionals and the possibility of technical development
  • Ongoing professional and technical trainings and certifications

  • Modern offices in Chodov

  • Home office possibilities

  • Permanent contract

  • CAFETERIA employee benefit program with a wide selection of benefits provided via Edenred

  • Extra week of holiday (25 days/year), 6 Self-sickness days/year, Full salary compensation for up to 10 days of absence due to illness per calendar year, Lunch vouchers fully covered by the company

  • Multisport card, mobile and laptop, fruit days, sport clubs for employees, referral program

Zahlen und Fakten

  • Arbeitszeiten


  • Geschäftsbereich

    DHL Information Services (Europe) s.r.o.

  • Reisetätigkeit erforderlich

    No travel required

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Schichtarbeit


Jetzt bewerben