Service Desk Lead

Employer: InCrys
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: peste 5 years of experience
  • Updated at: 21.06.2021
    Short company description

    20 years’ of excellence | Tech expertise | Running mission-critical system | User-centric approach around agile multidisciplinary teams - We combine them with the latest digital innovation to help clients unlock value and thrive in the age of digital transformation, enabling clients to become high-performance businesses and creating long-term relationships by being responsive and relevant and by consistently delivering value, new levels of performance, competitiveness and experiences for our customers and their stakeholders.

    Now one of the leading technology companies in Eastern Europe, we started out in 2000 as a family-owned-and-managed business. Foresight and an ongoing desire to evolve attracted partners and talent of equally bold vision, insuring our 4 years in a row place in the ‘Deloitte Technology CEE Fast 50’ and ‘EMEA Fast 500’.

    InCrys owes the better part of its achievements to our active focus on people. We constantly invest in our employees’ training, professional development, and general work-related wellbeing. Our people-oriented approach secures our place as trusted partner and ensures our clients can always find the appropriate resources to empower their business.



    • Should have managed small to medium teams delivering/managing IT
    • Should be hands-on in terms of technology
    • Should have an understanding of processes and quality aspects
    • Knowledge of IT asset management, incident/request management,
    problem management, change/release management, Availability and
    capacity management
    • Incident Management experience – Managing incidents including
    business expectations and communication
    • Basic User & Security Group Active Directory administration
    • Strong knowledge of Microsoft based operating systems with emphasis
    on Windows 10 and Office 2016

    Language skills

    • English

    Nice to have:

    • An ITIL qualification is preferable
    • MCP certification would be desirable

    Soft Skills:

    • Deep experience Customer Handling and stakeholder
    • Ability to handle escalations, be a trusted advisor for the
    customer and work closely with customers in defining solutions
    • Ability to drive Service Improvement programs and drive service
    quality improvements.
    • Familiarity with working on small proposals, billing and charging
    • Understanding of service level management process, related
    agreements – SLA/OLA and workflow steps
    • Analytical ability
    • Business acumen
    • Knowledge of capacity management process


    • Install and configure application monitoring and analytics tools
    • Implement the log analytic tools and provide right analytics to customers
    • Proactive problem management - providing solutions to technical and
    operational issues
    • Responsible to build and implement security guidelines
    • Running the service operations in close cooperation with other IT process
    owners and service owners.
    • Automate regular activities
    • Implement the changes one various environments and support go-live
    • Responsible to auditing incidents, changes and problem requests and
    providing feedback to team
    • Responsible for SLAs / KPIs and service quality
    • Prioritizing the team activities and changes
    • Responsible to bring service improvement ideas and to implement in service
    • Providing technical consultation to customers and service teams on various
    technologies used in middleware service and integration components
    • Service definition, scoping and policy formulation: provide inputs to data
    center in order to design a scalable and robust architecture
    • Admin model, work-flow, monitoring and reporting framework: provide
    inputs in order to ensure that service deliverables are met with as defined in the
    • Technology Resources – Hardware, software, data communication,
    consumables and services: Initiate procurements based on BOM provided by the
    service teams in order to ensure timely delivery of components or systems
    • Capacity Management: monitor and review capacity metrics and present to
    location manager in order to ensure services are delivered within the defined
    thresholds set in the capacity management plan
    • Service management plan: implement the plan in the DC in compliance with
    the guidelines in order to ensure that the required service management processes
    are implemented as per scope of service
    • Service level management and service reporting: monitor and report on IT
    services SLAs in order to maintain and improve service quality
    • Review DC support and operations effectively in order to achieve service level compliance
    • Supplier management: Review performance with vendor managers and DC
    and present to location manager in order to ensure vendor meets compliance
    • User communication and updates: Communicate IT service policies and
    processes, service availability, service reporting
    • Configuration management: Maintain accurate configuration information in
    order to ensure the data accuracy of IT services components and related
    infrastructure in the location

    Other info


    • Motivating salary
    • Stimulating working environment
    • Medical insurance
    • Annual team building
    • Opportunities to learn and grow your skills
    • Gym membership discount

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