The humanitarian and medical organisation, Doctors without borders (Médecins Sans Frontières, MSF), opened a Shared IT Service (SITS) centre in Prague in 2019. This centre provides IT support to all interested parties around the world – people sent to missions, operating centres, sections and branch offices. SITS is always on a lookout for IT specialists to join the humanitarian cause of MSF.

MSF SITS is seeking a highly motivated and experienced Service Desk Lead to oversee our service desk operations and ensure exceptional service delivery. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a commitment to continuous improvement. As the Service Desk Lead, you will be responsible for managing a team of service desk analysts, identifying internal clients’ needs, and driving service enhancements.

Responsibilities:

• Oversee daily operations and planning, ensuring timely and effective incident response, problem resolution, and service request fulfillment.

• Monitor and analyze Service Desk performance metrics, identifying areas for improvement.

• Act as an escalation point between MSF Entities and the MSF SITS team, coordinating communication during major incidents.

• Collaborate with stakeholders to define requirements and opportunities for service improvement.

• Develop and enhance strategic relationships with customers, ensuring services are delivered with agreed performance.

• Drive continuous service improvement efforts, implementing best practices to enhance service quality and customer satisfaction.

• Drive further development and implementation of ITIL best practices.

• Lead delivery teams towards the achievement of business/service objectives aligned with MSF SITS strategy.

• Drive automation and self-service initiatives to enhance user experience and improve efficiency.

• Stay current with emerging IT trends and technologies to enhance service desk operations.

People management and Leadership:

• Manage daily activities and supervise Service Desk team

• Provide training to L1, L2, and L3 staff on best practices, processes, and tools, ensuring a consistent approach to service delivery

• Motivate, support and inspire the team

• Mentor Team/Domain Leads

• Co-ordinate on-boarding of new team members

• Provide feedback to team members and participate in performance review

• Delegate tasks to team members

• Provide consultancy to team members

• Liaise and collaborate with team leads to ensure inter department collaboration, direction and performances are in line with overall MSF SITS expectations and strategy

• Bring new ideas and suggest changes to improve the team performance

Screening call with HR

Interview with HR and Deputy General Manager