Head of Technical Service Desk @

23 hours ago

Remote, Czech Republic ZaWin Full time

We are looking for a Head of Technical Service Desk to define and drive our service strategy, lead a dynamic team of 15+ technical support engineers, and deliver exceptional support to our clients. In this pivotal role, you'll own the service desk strategy, optimize operations through automation and process improvement, and act as a trusted partner to senior stakeholders and VIP accounts. If you thrive on building high-performing teams, translating business needs into measurable outcomes, and fostering a culture of ownership and continuous improvement—this opportunity is for you.

What we are looking for: 

  • Solid knowledge of Cloud, Network and Workplace. It is a plus if you know X-ray systems
  • Experience with process automation and API/log parsing integration
  • Proven leadership skills, motivating multicultural and distributed teams
  • You're comfortable managing KPIs and SLAs to drive performance
  • You are fluent in English and German. 
  • 3+ years in Service Desk Management or IT Operations leadership
  • Resilience and stress management under high-pressure situations
  • You have excellent communication and problem solving skills
  • You are able to prioritize tasks effectively and manage time efficiently

How you'll make an impact at ZaWin
At ZaWin your work transforms the way thousands of dentists lead their practices. You will help them focus on what they most like and signed up for – actual dental work – by building a cloud-driven practice that enables them to lead their company at a mouse click easily.
Don't you think you can do it? If you love what you do, we'll prove it to you.

About Us
At Zawin, we're not just transforming dental operations; we're shaping the future of an entire industry. As we accelerate digital transformation, our cutting-edge software streamlines processes enhances patient experiences, and boosts profitability through automation and advanced workflow tools. Having been the Swiss market leader for 40 years doesn't keep us from challenging ourselves – and we thank our competition for having to do so. Our ongoing transformation is not just about reshaping the dental industry; it's about crafting a workplace where positive values thrive, and employees play a pivotal role in bringing dentistry into the digital age. Join our journey as we lead the development of cloud-based Managed Services, embarking on ambitious projects that redefine the landscape.

The ZaWin Mentality
We aspire to a positive and vibrant attitude towards life and work. Through conscious joy, playful fun, and passionate dedication, we create an inspiring atmosphere for ourselves and offer our customers and external partners an inviting and fulfilling collaboration.
Our corporate culture is characterized by a deeply rooted intrinsic motivation and an insatiable hunger for success and personal growth. We view these values as a source of constant inspiration that fuels our inner passion and creates an infectious dynamism for innovation and
excellent services.
Curiosity and the willingness to discover new things are the heartbeat of our unconventional approach. Our open attitude towards innovations creates an inspiring atmosphere where we embrace the unconventional as a source of creative solutions.
Trust, reliability, and empathy form the core of our relationships. These values are not just guiding principles but an inspiring commitment to honesty, openness, and consistent support that propels our team and strengthens us as an organization.

,[Define and own the Service Delivery & Service Desk strategy, aligned with corporate objectives. , Translate business needs into operational plans, SLAs/OLAs, and KPIs. , Develop and implement frameworks for scalable growth (seat allocation, shift models, making recommendation for workforce buffer upon workload). , Drive service transformation initiatives: automation and process optimization. , Lead a team of 15+ Service Desk agents (L1–L3) and a Lead Engineer, with accountability for workload distribution, scheduling, and performance. Act as an escalation point for complex incidents, client escalations, and crisis situations. , Oversee knowledge management, ticket classification systems, and reporting dashboards and ensure compliance with processes (Incident, Problem, Change, Asset, Knowledge). , Monitor and continuously improve key KPIs such as response rate, customer satisfaction and productivity , Serve as primary service contact for VIP accounts, ensuring proactive relationship management and issue resolution. , Partner with Field Engineering, Platfom, and Project teams to secure smooth migrations, deployments, and escalations. , Regularly report service performance to CCO and key stakeholders, including SLA trends, risks, and mitigation plans. , Identify and address service risks (staffing gaps, knowledge gaps) , Participate in the selection process and oversee performance and operations of Service Desk agents, provide career and skills mentoring, and deliver structured coaching through regular feedback, training plans, and progression support. , Build and foster a culture of ownership, accountability, and continuous improvement. , Provide recommendations and readiness status for HR and Management to create a succession planning at the organizational level , Prepare and provide role-specific training needs ] Requirements: Communication skills, problem solving skills, Leadership, Networks, Cloud, Workplace, X-ray Systems Additionally: Private healthcare, Flat structure, Small teams, International projects.

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