Job Summary

The Service Desk Shift Lead is responsible for leading the day-to-day operations of the Service Desk during assigned shifts, ensuring high-quality support services are delivered to end users in both Hungarian and English. The role combines people leadership, operational oversight, incident management, and continuous service improvement while ensuring SLA compliance and customer satisfaction.

Key Responsibilities

Operational Leadership
Lead and coordinate Service Desk operations during assigned shifts.
Monitor ticket queues and workload distribution to ensure SLA adherence.
Act as the primary escalation point for service desk agents.
Manage Major Incidents and coordinate with resolver groups to drive timely resolution.
Ensure smooth shift handovers and operational continuity across regions.
Team Management
Provide coaching, guidance, and support to Service Desk Analysts.
Conduct regular performance discussions, knowledge-sharing sessions, and team briefings.
Identify training needs and support skill development initiatives.
Promote a customer-centric and collaborative work environment.
Service Delivery
Support end users in Hungarian/Slovakia/Czech (C1/C2) and English (C1/C2) through phone, email, chat, and self-service channels.
Ensure incidents and service requests are logged, categorized, prioritized, and resolved accurately.
Monitor service quality and compliance with established processes and procedures.
Drive First Call Resolution (FCR) and continuous improvement initiatives.
Reporting & Governance
Prepare and review shift reports, operational updates, and service metrics.
Analyze trends, recurring incidents, and service performance.
Highlight operational risks, service degradation, and improvement opportunities.
Support audits, compliance reviews, and process adherence activities.
Stakeholder Management
Communicate effectively with customers, resolver teams, and management.
Provide timely incident updates and customer communications.
Participate in operational review meetings and service governance forums.

Skill Requirements

Language Requirements
Hungarian: C1/C2 proficiency (Mandatory)
Slovakia: C1/C2 proficiency (Mandatory)
Czech: C1/C2 proficiency (Mandatory
English: C1/C2 proficiency (Mandatory)
Technical Skills
Strong knowledge of IT Service Management (ITSM) processes.
Experience with ServiceNow, Remedy, Jira Service Management, or similar ticketing tools.
Good understanding of:
Windows Operating Systems
Microsoft 365
Active Directory
VPN and Remote Access Solutions
Network fundamentals
Remote support tools
Knowledge of Incident, Request, Problem, and Change Management processes.
Leadership Skills
Proven experience leading service desk or technical support teams.
Strong decision-making and conflict-resolution abilities.
Excellent organizational and time-management skills.
Ability to work under pressure and manage critical incidents.

Other Requirements

5+ years of IT Service Desk / Technical Support experience.
1-3 years of Team Lead, Shift Lead, or Supervisory experience in a Service Desk environment.
Experience supporting enterprise customers in a multilingual environment.