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Line Manager - Service Desk



Strategy and Line Management

24 November 2021 - 30 December 2021

Cloud & Infra

Service Desk provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. It is the single point of contact for IT service users and the most-visible face of every organization providing IT services.


  • Leading team of approximately 45 Service Desk agents in Czechia serving multiple customers primarily from North Europe

  • Close cooperation with 2 Delivery Leads responsible for production/ticket management

  • Monitoring team performance (contractual KPIs, SLAs) and customer satisfaction

  • Leading the agenda of continuous service improvements

  • Ensure the right focus on competence development for team members

  • Collaboration on strategic/tactical initiatives touching the SD


  • Experience in Line Management

  • Excellent communication and coordination skills

  • Strong collaborative spirit

  • Fluent in English language (B2/C1)

  • Proficient in IT, ITSM and ITIL body of knowledge

  • Leadership skills and abilities

  • Willingness to learn and grow

  • Independent, self-driven



About TietoEVRY

Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future. Together

Read more about us here.

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