Helpdesk Support Team Lead

Quick Facts

• Role: Helpdesk Support Team Lead (PNG support)
• Focus: Managing 1st and 2nd line support for Alma/Primo (PNG)

Description

You will lead the helpdesk team responsible for high-quality support for member institutions using the PNG library system (Alma/Primo) across all modules and components, covering both 1st line and 2nd line support. You will work closely with the external vendor (ExLibris) and internal 3rd line IT, and manage the incident ticketing process. You will also ensure ongoing training for your team and provide methodological support and training to the target group regarding project outputs.

Responsibilities

• Provide quality 1st line and 2nd line support for all PNG modules and components
• Coordinate with the PNG vendor (ExLibris) and internal 3rd line support
• Manage incident tickets in the ticketing system
• Collaborate with the PNG Service Center teams
• Guarantee continuous training and onboarding for the team to maintain strong PNG system knowledge
• Conduct trainings for the target audience and provide methodological support related to project outputs

Requirements

• Master’s degree in a technical or related field
• Experience leading teams and managing projects
• Minimum 3 years of experience in a lead role providing service to clients or client care
• Ability to solve technical IT system problems at a managerial level
• Excellent communication and organizational skills
• Czech proficiency (spoken and written) at a very high level to understand technological text related to legal documents, standards, and regulations
• English proficiency (spoken and written) at least B2
• Independence and personal responsibility
• Advantage: experience as a Product Owner

Benefits

• Fixed-term employment contract
• Stable position in a reputable institution with significant impact on Czech research
• Opportunity to participate in the development of a unique national project
• Professional growth and further education
• Statutory vacation: 5 weeks
• Benefits: 5 Sick Days; meal allowance; contribution to a selected retirement savings product or Edenred card or Multisport card; AMG card for free entry to selected museums and galleries
• Salary per government regulation No. 341/2017 Sb. (13th pay grade; 33,590–48,800 CZK) with possibility of a personal allowance