Shift / Team Leader

Pracovní nabídka

Become a part of the worldwide movement Doctors Without Borders! The humanitarian and medical organisation, Doctors without borders, 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.

As a Team Lead, you will be leading a team of Service Desk Operators and Specialists. You will need to be hands-on monitoring and supporting their performance and development.

This position reports to the Service Desk Lead.  

Responsibilities

• Lead, mentor and manage the Service Desk staff to provide 1st and 2nd level technical support
• Act as a further technical escalation point for unresolved or escalated calls
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Report to senior managers on any issue that could significantly impact the business
• Take overall responsibility for incident management and request fulfilment on the Service Desk
• Ensure staff take ownership of user problems and be proactive when dealing with user issues
• Ensure all calls are accurately logged in the ITSM logging system
• Ensure that agreed SLAs are fully met
• Ensure regular quality checks on ticket categorization, sub-categorization
• Act as a main point of contact for Quality Assurance for Service Delivery team
• Assist with regular update and improvements on Quality Assurance process
• Arrange for external technical support where problems cannot be resolved in house
• Accountable for knowledge management systems and documentation
• Analyse Incident trends, and recommend and implement actions, with approval, to reduce Incidents
• Proactively develop, document, and support/execute processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may either submit an Incident or receive an Incident

People management and Leadership:

• Conduct regular 1:1 with your direct reports and coaching sessions
• Provide training to L1 and L2 staff on best practices, processes, and tools, ensuring a consistent approach to service delivery
• Motivate, support, inspire, and mentor the team
• Support recruitment, onboarding, and training of new team members
• Provide feedback to team members and participate in performance review
• Provide consultancy to team members
• Liaise and collaborate with other 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 

Requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience in a similar position
• 5+ years of experience in IT support, with at least 2 years in a leadership role
• Microsoft 365 Administration – Strong hands-on experience managing and supporting M365 services (Exchange Online, SharePoint Online, Teams, OneDrive, and licensing management).
• Endpoint Management (Intune) – Practical experience with Microsoft Intune for device enrollment, compliance policies, application deployment, and endpoint security.
• Microsoft Azure – Exposure to Azure Active Directory, user and group management, conditional access policies, and identity protection features.
• Microsoft Collaboration Tools – Proficient in Teams, SharePoint, and OneDrive administration and support for enterprise collaboration.
• Security & Compliance Awareness – Understanding of IT security standards, data protection policies, and Microsoft 365 security and compliance features.
• Incident & Service Management Tools – Experience using ITSM platforms.
• Scripting & Automation (Preferred) – Exposure to PowerShell scripting for user, group, and device management automation.
• Advanced Microsoft Certification (Preferred) – Holding or working toward certifications such as:

- Microsoft 365 Certified: Enterprise Administrator Expert (nice to have)
- Microsoft Certified: Endpoint Administrator Associate (nice to have)
- Microsoft Certified: Azure Administrator Associate (nice to have)

• ITIL Foundations Certification is a plus

Language:

Fluent in professional English, both spoken and written

Adherence to MSF principles
Adherance to MSF Behavioural Commitments

What we can offer you:

• Interesting professional and personal challenge
• Rewarding and meaningful work in a young, dynamic, and rapidly growing truly international humanitarian organization
• Full flexibility and ownership/accountability
• 25 days of holiday per year; 6 sick days per year
• Flexible working hours, working from home
• Possibility to receive the 13th salary (after probation period)
• Meal vouchers
• Cafeteria / Pension scheme
• MultiSport card
• Language courses
• Transportation allowance: 10 CZK/calendar day
• Relocation package for former MSF field employees who change their regular domicile location in order to work in MSF SITS Prague office
• Possibility to go for a "sabbatical leave“ / mission, once per 3 years
• Free refreshment at the workplace
• Dog/baby friendly office, etc.
• Team buildings / family days

Who we are:

Médecins Sans Frontières (MSF) / Doctors Without Borders is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, natural disasters, and healthcare exclusion. MSF offers assistance to people in need and irrespective of race, religion, gender, or political affiliation. MSF’s actions are guided by medical ethics and the principles of impartiality, independence, and neutrality. Over 90% of the organization’s funding comes from individual private donors giving small amounts.

The organisation was founded in 1971 in France by a group of doctors and journalists in the wake of war and famine in Biafra, Nigeria. Their aim was to establish an independent organization that focuses on delivering emergency medicine aid quickly, effectively and impartially. Three hundred volunteers made up the organization when it was founded: doctors, nurses and other staff, including the 13 founding doctors and journalists.

Today, MSF is a worldwide movement of more than 65,000 people working in 21 sections, 12 branch offices, 5 Operational Centres and three supply centres worldwide. There are as many IT departments as sections, and together they support more than 32,000 system users spread over MSF offices and missions across the globe. To gain in efficiency and improve end-user experience, MSF has built its own Shared IT Services (SITS) Centre in Prague.