L1 Application Support Team Lead (CZ/SK)

Quick Facts

• Role: L1 Application Support Team Lead (CZ/SK)

• Focus: Service Desk leadership, incident/problem/request management, and IT service quality across CZ/SK

Description

Lead and develop the L1 support team and take responsibility for Service Desk operations, ensuring high-quality IT support for internal users and key customers. Manage and evaluate incidents, requests, and problems in line with ITIL, coordinate critical incidents across internal teams, vendors, and customers, and oversee Service Desk tools and service monitoring. Report KPIs and drive continuous improvements to IT service processes and quality.

Responsibilities

• Lead and grow the L1 support team across the Czech Republic and Slovakia
• Ensure IT support quality and compliance with agreed SLAs
• Organize and coordinate Service Desk operations
• Manage and evaluate incidents, requests, and problems using ITIL methodology
• Coordinate resolution of critical incidents across internal teams, suppliers, and customers
• Oversee effective use and further development of Service Desk tools
• Collaborate with infrastructure, application, and security teams
• Monitor IT service operations and identify opportunities for improvement
• Report KPIs, prepare summaries, and present results to company leadership
• Contribute actively to process development and improved IT service quality

Requirements

• Experience leading a small to mid-sized L1 support team, application support team, or service technicians
• Practical Service Desk experience; Jira experience is a plus
• Strong practical knowledge and use of ITIL processes (Incident Management, Problem Management, Request Management)
• Excellent overview of networking technologies (LAN/WAN, VLAN, routing, switching, VPN) and Fortinet security technologies
• Overview of Microsoft 365 and Microsoft Azure cloud services, especially Entra ID
• Knowledge of Microsoft Windows Server (Active Directory, DNS, backups)
• Overview of virtualization (VMware, Hyper-V, or similar platforms)
• Basic orientation in SharePoint Online administration
• Willingness to collaborate with the headquarters team in České Budějovice at least 2 days per week

Benefits

• Stable full-time employment in a Czech energy company
• Competitive compensation with annual bonuses
• Mobile phone plan also for personal use
• 25 days of vacation
• Meal allowance
• MultiSport card
• Opportunities for professional growth and training
• Friendly work environment and support from experienced colleagues
• Employee benefits from the CREDITAS group