Service Desk Manager

6 days ago

Prague, Hlavní město Praha, Czech Republic D-ploy Full time 175,200 - 1,200,000 per year

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer's IT productivity and contribute to the organization's success and value.

We are currently seeking a skilled Service Desk Manager who will be responsible for leading our service desk operations and ensuring high-quality IT support in compliance with GxP regulations. This individual will drive process improvements, oversee ticket management tools like ServiceNow, and ensure effective incident resolution.

Key Responsibilities:

  • Manage the daily operations of the service desk, ensuring effective and efficient incident and request handling.
  • Implement and oversee ITIL best practices within the service desk team, ensuring compliance with GxP regulations and standards.
  • Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance.
  • Manage relationships with key stakeholders, providing regular updates and feedback regarding service desk performance and customer satisfaction.
  • Drive service improvement initiatives and process optimizations to enhance customer experience and operational efficiency.
  • Coordinate with relevant IT teams to resolve complex incidents and facilitate knowledge sharing across the organization.
  • Provide training and support to service desk staff to promote a high level of technical expertise and customer service.
  • Contribute to the planning and execution of service desk projects and system implementations, particularly regarding ServiceNow.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 5+ years of experience in IT service management, with at least 2 years in a service desk management role.
  • Strong experience with ITIL framework and methodologies; ITIL certification is highly desirable.
  • Proficiency in ServiceNow or similar service desk software.
  • Knowledge of GxP regulations and their application within IT service delivery.
  • Exceptional communication and interpersonal skills to effectively engage with stakeholders at all levels.
  • Strong analytical and problem-solving skills, with a focus on process improvement.
  • Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
  • Fluency in English; proficiency in additional languages (German) is a plus.
Benefits
  • Broad range of activities, tasks, and projects
  • Flexible working conditions
  • Paid sick days
  • Vouchers (B-day voucher, wedding, and new born surprise)
  • Contributions to wellness programs (multisport card)
  • Fishing for Friends program – our referral program
  • Further development and professional advancement
  • Friendly and international working environment
  • Company-sponsored events
  • Competitive salary and various benefits

Is IT in your DNA?

  • EMEA IT Service Desk Analyst

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic Guerbet Full time 30,000 - 60,000 per year

    At Guerbet, we build lasting relationships so that to enable people to live better. This is Our Purpose. We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging. As a pioneer in the field of contrast products since the last 100 years,...

  • EMEA IT Service Desk Analyst

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic Guerbet Full time 350,000 - 550,000 per year

    We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging. As a pioneer in the field of contrast products since the last 100 years, we continuously innovate to improve the diagnosis, prognosis and quality of life of patients.Customer...

  • Czech speaking Service Desk Analyst for Budapest office

    2 days ago

    Prague, Hlavní město Praha, Czech Republic The lemon Consulting Full time 40,000 - 80,000 per year

    Position: Service Desk Analyst Location: Budapest, Hungary Work model: onsite Employment type: Full-time Remuneration: Base salary. DUTIES AND RESPONSIBILITIES:Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requestsLog and document incidents, service requests, and...

  • Service Delivery Manager

    6 days ago

    Prague, Hlavní město Praha, Czech Republic D-ploy Full time 1,200,000 - 2,400,000 per year

    D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT...

  • Czech Speaking Service Desk Analyst Level 1

    6 days ago

    Prague, Hlavní město Praha, Czech Republic Tata Consultancy Services (TCS) Full time 360,000 - 420,000 per year

    As a Service Desk Analyst you will thrive in:Troubleshoot IT related issues and handle customer requests.Provide remote support through different channels such as telephone, email, or chat.Support our top customers using your specific language skills.What you will bring:A high school diploma.Czech on a business level (working/support language).English on a...

  • Service Desk Analyst – German Speaking

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic NTT Full time 30,000 - 45,000 per year

    Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.Your career here...

  • Service Desk Analyst – German Speaking

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic NTT Ltd. Full time 25,000 - 60,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive. At our Global Delivery Centre (GDC)...

  • Service Desk Analyst – German Speaking

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic NTT DATA Full time 300,000 - 540,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.At our Global Delivery Centre (GDC)...

  • Escalation/Incident Manager

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic TransPerfect Full time 60,000 - 120,000 per year

    Job description We are seeking a detail-oriented and experienced Service Desk Escalation Manager to join our team. In this role, you will be responsible for managing service desk escalations, working with solutions engineers across multiple regions, and providing updates to operations managers. You will be responsible for ensuring that all service desk...

  • Service Integration and Management Specialist

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic NTT Full time 1,200,000 - 2,400,000 per year

    Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.Your career here...