IT Global Service Desk Team Lead

Who we are

High-Tech Systems & Software develops an enterprise line of business applications that covers a broad range of platforms, technologies, and services. Our technical teams are on the lookout for new colleagues to join them in the quest of providing an efficient bridge between business needs and technical solutions and delivering software solutions that add value to our customers.

What are you going to do:

  • Building and leading a small team of IT service desk operators who being active in monitoring of technologies using monitoring tools and notification engines (reacting on alarms, raising and handling tickets) in 24/7 mode
  • Setting up of support process for Dr.Max IT global services provided to all countries of Dr.Max chain and be an owner of improvement of current service portfolio support process
  • Directly reporting to manager sitting in Prague, Czech Republic
  • Providing an escalation point for the IT specialists from whole Dr.Max chain and vendors
  • Assisting with calls via the ticketing system through to resolution in accordance with SLA
  • Managing and reporting SLA response time on incoming tasks
  • Monitoring cases nearing their SLA limit and ensure that resolvers are responding and resolving them by the target dates
  • Keeping inventory and documentation up to date
  • Building up and contributing to shared knowledge base

What we are looking for:

  • Experiences with managing the team or leading department, team or a service
  • Basic IT technological overview to be able to fulfill technical tasks and cooperate with technological teams in area of:
  • Azure infrastructure & M365 services
  • Networking principles (TCP/IP, DNS, Security)
  • Common infrastructure services like backup, monitoring, logging
  • Basic server OS knowledge – Windows server and LINUX
  • Basic desktop OS knowledge – Windows 10/11
  • General application architecture knowledge – databases, application servers, proxy principles
  • ServiceNow or other ticketing tool
  • ITIL qualification – support processes
  • A high level of written and oral communication skills combined with the ability to communicate with IT resolvers or vendors in English
  • Available to travel to Prague office every two months at least
  • Minimum three years experience with an IT Help desk or IT Service support role.

What you could expect:

  • Competitive salary and growth perspectives
  • Motivated and international teams
  • Flexible working hours
  • Additional annual vacation days (starting at 21 and going up to 24)
  • Private health coverage
  • Meal tickets
  • Budget for annual professional training sessions