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Service Desk Manager


Czech Republic, Kladno

Posted Date


Job ID



Customer Service; Human Resources


Are you an empathetic and service-oriented leader, pleasant by nature, who enjoys working with very diverse internal stakeholders and internal employees as our customer base?

If you have solid expertise in this area, come and join our Business Service Operations Center in Kladno to shape our global footprint in LEGO.

You will be responsible for:

• Leading a team of 8 direct reports in the Service Desk department of the BSO covering EMEA region global outreach
• Supervising a day to day operations and understands challenges and customers (internal employees) needs
• Ensuring that all customer requirements are properly inserted in ticketing system and solved/followed up according agreed SLA´s
• Monitoring the team workload and ensuring proper distribution between team members
• Taking over responsibility for incident and request management
• Understanding stakeholders needs (maintain great relationships with stakeholders)
• Being a change agent for new systems and technologies
• Imlementing continuous improvement and quality assurance principles into day to day operations

What kind of mindset, experience and education do you need?

• 5+ years of experience in leading a team
• 5+ years of experience in Service Desk or Shared Services enivornment
• Knowledge of Service Management principles (based on ITIL methodology)
• Knowledge of Service Desk ticketing tools (HPOV, ServiceNow, Remedy, OpenDesk…)
• Analytical skills (Excel based reports)
• Demonstrated skills in stakeholder management
• Pro-active and independent person is needed with ability to design Service Desk strategy for long-time period
• Experience with HR SAP
• Personality who cares about delivery, customers and team
• Advanced English level
• A passion for delivering excellent services, enthusiasm and energy

Why to join the global family of LEGO Group?

• Each of us can build her/his own LEGO® Story – we support development of our employees
• We all use the same language regardless to a position or title – family working environment
• Interesting tasks, professional work conditions and competitive benefits are waiting for you – we take care of our employees
• We exercise in our own gym and relax on the roof-top – we take care of our employees
• We sort the waste – we care about the environment
• LEGO® elements in all meeting rooms – we support creativity and play

The LEGO Group recruit and develop people entirely on merit. If you are confident that you have what it takes to succeed in this role and you share our commitment to creativity, teamwork and quality, apply now.