Service Desk Team Leader

IT Operations is a Competency Center responsible for the implementation of tasks and projects in the area of maintenance of workstations and mobile devices, such as computers, laptops, tablets, mobile phones, and printers (DELL, HP, Lenovo, Apple, Samsung). What is more, we focus on maintaining servers, operating systems, networks (Windows, Linux, CISCO, Azure, AWS), databases (SQL, Oracle), and applications (SCCM, ServiceNow, Zabbix, O365, D365).

Thanks to the feedback from our workers, we know we have been the Great Place to Work since 2015. We are driven by our 14 values, such as transparency, flexibility, curiosity, trust, and freedom. The status quo doesn’t satisfy us – we constantly strive to improve and reach further.

Our mission is to identify and promote our best workers. Each gets an individual offer matching their career plan and preferences. Our workers choose the best options on the market and can retrain for various IT positions. And that’s all within Sii's structure!

Currently, we are looking for a Service Desk Team Leader. If you meet the requirements below, join us!

• Building an independent, cross-functional Service Desk / Field Support Team responsible for a specific business domain
• Selecting the project methodologies and technologies
• Supervising the execution of team members' tasks and the support of employees
• Evaluating and assessing service delivery performance metrics and carrying out surveys on clients to weigh the level of service delivery in the company
• Continuously improving the software development process together with the team members
• Observing Service Desk operation techniques to determine their effectiveness and implementing new techniques
• Taking care of efficient and effective communication within the team
• Collaborating with the business partners and key users of the systems

• At least two years of experience as a Team Leader
• Technical knowledge in the area of IT support
• Knowledge about the Service Desk system and IT tools
• Understanding of best practice frameworks (such as ITIL, ISO27000, etc.) regarding the delivery of IT service
• Mentoring skills as well as the willingness to share knowledge and experience
• Coordinating skills needed for the activities of the assigned resources (ensuring the availability of resources and capability to meet KPIs and adherence to SLAs)
• Ability to work closely with the business
• Experience in working in distributed and remote teams
• Ability to find effective solutions

Job no. 230206-ZKVHJ