Service Desk Manager


Place of work
Pribinova, Bratislava
Contract type
Wage (gross)
3 800 EUR/month

Information about the position

Job description, responsibilities and duties

What will you do?

Clarios is a $9 Billion+ world leader in Automotive Energy Solutions with global operations. This role will be responsible for developing and maintaining a highly effective end-user support and service program, which includes a full-service helpdesk for a Global company. Components include performance standards and measurement, issue tracking and evaluation and follow up to ensure user satisfaction, in addition to event monitoring/management, request fulfillment, desktop and mobility, and project and acquisition support. Develops and implements priority response measurements. Ensures the quality, security, and integrity of user profile information and provides consistency in content, look and feel.

The position requires a demonstrated ability to manage a diverse portfolio of requests, quickly mediate between competing priorities, and work effectively with IT colleagues, contractors, and business management both within and across reporting relationships and geographic regions. The candidate must have proficient customer service skills, the ability to prioritize tasks, be detail oriented and to work independently

• Supervise help desk team by defining schedules, priorities, evaluating performance, and providing support and direction.
• Manages the daily calls and ensures all SLA’s are met.
• Gathers and analyzes metrics to benchmark the helpdesk workload/performance and identify trends in ticketed issues for reporting.
• Manage ticket queue to ensure tickets are being handled in a timely manner.
• Focuses on the client experience and responsiveness to those clients
• Communicates changes/updates/projects with Global helpdesk teams
• Create and maintain documentation as it relates to all aspects of the services provided

What are we looking for?

• Bachelor’s degree (BA or BBA) from a four-year college or university; or eight years related experience
• 5+ years related technical and managerial experience in a help desk environment
• Experience with ServiceNow as well as ITIL is a must
• Awareness of leading technology, tools in IT field
• Advanced computer skills with Microsoft Office 365, Visio and project/client databases
• Excellent verbal and written communication skills are essential
• Strong customer service commitment
• Proficient in prioritizing, organizing and delegating assignments
• Possess well-developed judgment, interpersonal and communication skills
• Attention to detail and analytical as well as a creative approach to problem solving

The starting salary is at min 3 800 EUR/month gross for candidates who meet our minimum criteria.

What are we offering?

• Professional development opportunities and language courses
• Flexible working hours and home office
• Monthly bonus after 6 months of employment
• Extra contribution to meal card
• Special bonus for important life events (wedding, new baby)
• Complex onsite care – workplace massages, workshops, individual medical examinations and consultations tailored to your needs
• Regular onsite exercises – yoga, pilates, functional training
• Modern fitness center, canteen and nursery available in the building
• Employee events, volunteering and team-buildings
• Relocation package and housing allowance if you are relocating to Bratislava to join our team
• On top of that, you will receive a flexible benefit allowance so you can tailor the rest of benefits to suit your individual needs!

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)

Language skills

English - Advanced (C1)


Brief description of the company

Clarios is a world leader in advanced energy storage solutions. We partner with our customers to meet increasing market demand for smarter applications, on a global scale. Our 16,000 employees develop, manufacture and distribute a portfolio of evolving battery technologies for virtually every type of vehicle. Technologies that deliver uniquely sustainable, next-generation performance, and bring reliability, safety and comfort to everyday lives. We add value at every link in the supply chain, contributing to the progress of the communities we serve and the planet we all share. As a 2020 signatory of the United Nations Global Compact, Clarios is committed to aligning our strategies and operations with universal principles focused on human rights, labor, environment and anti-corruption. Clarios is a subsidiary of Brookfield Business Partners, a business services and industrials company focused on owning and operating high-quality businesses that benefit from barriers to entry and/or low production costs.

To all recruitment agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs.

Clarios, LLC is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law, EEO is the Law (supplement), and Pay Transparency Non-discrimination. If you are an individual with a disability and you require an accommodation during the application process, please email [email protected]

Number of employees

1000 and more employees

Company address

Pribinova 19
811 09 Bratislava


Contact person: Simona Kazimirova
E-mail: send CV
ID: 3914921  Dátum zverejnenia: 21.5.2020  Základná zložka mzdy (brutto): 3 800 EUR/month