Lead IT Service Desk

Adjustable Workload
Corporate Services
We're looking for an experienced Lead IT Service Desk who possesses strong leadership skills, demonstrating adaptability in a dynamic IT environment while prioritizing customer satisfaction and technical problem-solving. These qualities, alongside empathy, excellent communication and a commitment to continuous learning, are essential to excel in the role.  
Your role:  
  • Technical lead and coaching of a distributed team of IT support specialists
  • Ensure and support the daily operations of the IT Service Desk & review capacity for the day, adjusting workloads if necessary
  • Monitor and analyze service desk metrics to identify trends and areas for improvement and develop action plans to address them
  • Develop and implement strategies to improve the efficiency and effectiveness of the IT service desk
  • Collaborate with other IT teams to ensure that service desk processes are aligned with overall IT goals and objectives  
Your skills:  
  • Miminum 4 years of relevant experience
  • Strong leadership qualities and strategic thinking  
  • Exceptional problem-solving and analytical abilities
  • Excellent communication and conflict management  
  • Broad technical IT knowledge  
  • ITIL 4 or related certifications preferred
Our benefits include:
  • Possibility to reduce working hours up to 32.5h/week
  • Option for condensed working week - you can condense your working hours and spread it across 4 working days
  • Hybrid workplace - option to work both from home or office in Belgrade or our hubs in Novi Sad, Niš and Novi Pazar  
  • Time and money allocated for your upskilling
  • Minimum 23 days of vacation
  • Flexi-time - organize your own working hours according to your daily needs  
  • Trusted sick leave 
  • 100% covered maternity leave
  • Private Health Insurance
  • Profit share scheme
  • Top-notch equipment & working with cutting-edge technologies 
  • Referral bonuses
  • Various social Zühlke events
Apply to learn more about this opportunity, Zuhlke, and see what it is like when you get immediate feedback after every step of the interview process.

Adjustable Workload

Anna Petrovic

Recruiting & Talent Relations