Team Leader of Service Desk Team

Information about the position

Place of work


Job description, responsibilities and duties

• Leading the team of Client Service Desk support team of 6+ people with minimal supervision
• Responsible for incidents and client requests handling
• Responsible for escalations, internal and external communication related to Incidents and Client requests
• Solution oriented, understands clients' requirements, ensures response times within agreed Service Level Agreement requirements
• Provides daily work review, evaluate performance and define operational processes within the team
• Team organization with ability to handle multiple tasks simultaneously, performs work that is varied and may be somewhat difficult in character
• Coordinates daily team tasks, escalates problems and solution delivery
• Monitor and effectively managing to established KPI’s. Implement solutions for continuous process improvements.
• Provides and organizes trainings, coaching and performance assessment to team members

Wage (gross)

1 800 EUR/monthOur final offer will depend on the seniority and expertise of candidate

Employee perks, benefits

• Contribution to pension plan
• Health care - Private medical center
• Life and Accident Insurance
• 25 full paid sick leave days per year ( 5 sick days)
• Meal vouchers – fully covered by the company
• Multisport card
• Long term career development
• Hard & Soft skills trainings
and others . .

Information about the selection process

We thank all applicants for their interest in working for SIA Slovakia . We are very glad to receive CVs of all candidates that can possibly become our future colleagues. After receiving your application, we will carefully evaluate it. Please note that due to time limitations we will contact only prospective candidates that meet our expectation best.

Thank you very much for your interest.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Number of years of experience


Personality requirements and skills

• College degree or equivalent professional experience
• Min 3-4 years of experience in Client helpdesk or Service desk with minimum 2 years’ experience in team management
• Experience from banking / payment card business preferred but not a must
• Experienced in IT Service management and ITIL
• Strong leadership quality
• Client and service delivery oriented
• English language – advanced level, both written and verbal
• Strong analytical skills, understands dependencies and solutions
• Excellent communication and organizational skills
• Willingness to work in fast-paced work environment


Brief description of the company

SIA is European leader in the design, creation and management of technology infrastructures and services for Financial Institutions, Central Banks, Corporates and the Public Sector, in the areas of payments, cards, network services and capital markets. SIA Group provides its services in over 50 countries, and also operates through its subsidiaries in Austria, Croatia, Czech Republic, Germany, Greece, Romania, Serbia, Slovakia, Hungary and South Africa. The company also has branches in Belgium and the Netherlands, and representation offices in the UK and Poland.

Number of employees

200-249 employees

Company address

SIA Central Europe, a.s.
Digital Park II, Einsteinova 25
851 01 Bratislava


Contact person: Denisa Kopanicakova
E-mail: send CV
ID: 3793134  Dátum zverejnenia: 30.12.2019  Základná zložka mzdy (brutto): 1 800 EUR/month