Service Desk Manager - German Speaker - Permanent - Prague

Robson Bale are looking for a German Speaking Service Desk Manager to come on board for a permanent opportunity in Prague.

Permanent, Excellent salary

Key Responsibilities:

• Lead and oversee the day-to-day operations of the service desk organization, including the enablement and coaching of service coordinators.
• Support the development and implementation of strategies to scale the service desk organization in line with the increasing volume of mandates and customer requirements.
• Collaborate with stakeholders to define service desk structure, processes, and service level agreements (SLAs) tailored to the needs of different customers.
• Manage and mentor a diverse, partly decentralized team of IT support technicians in multiple countries, fostering a culture of continuous improvement and process orientation.
• Monitor and manage performance metrics for the service desk organization, identifying areas for improvement and implementing corrective actions as necessary.
• Coordinate with other IT teams and departments to ensure seamless integration of service desk operations with broader IT service delivery.
• Stay up-to-date of emerging technologies and industry trends related to IT service desk and in IT service management, incorporating relevant innovations into service desk operations.
• Actively participate in hiring process of new team members and help evolve the evaluation and testing process for new hires
• Schedule shift rotations for different service desk services including 24/7

Requirements

• Proven experience in managing service desk operations, with a focus on structuring organizations for growth and scalability.
• Experience with leading a large 20+ shared service desk team
• Demonstrated ability to lead teams in a dynamic and fast-paced environment.
• Solid understanding of regulatory environments, eg in the pharmaceutical sector, to ensure compliance in IT service delivery.
• Strong understanding of IT service management principles and frameworks, with ITIL certification preferred.
• Excellent communication and stakeholder management skills, with fluency in English and German, Czech is a bonus.
• Experience with service desk tools and technologies for ticket management, service desk telephony and shift planning (eg ServiceDesk Plus, ServiceNow, Inopla).
• Proven track record of driving process improvements and delivering measurable results in service desk operations.

Permanent, Excellent salary

Service Desk Manager - German Speaker - Permanent - Prague