Simply Contact

   We are looking for an experienced IT Help Desk Delivery Manager to lead operations for European clients.

   The role combines service delivery management, operational performance, client communication, and coordination of multicultural support teams across different locations.
 

Key Responsibilities:

• Manage the end-to-end delivery of IT Help Desk services across European markets;
• Coordinate distributed L1/L2 support teams and ensure effective cooperation with L3 and other technical teams;
• Ensure compliance with agreed SLAs, KPIs, quality standards, and contractual commitments;
• Monitor response and resolution time, backlog, first contact resolution, CSAT, productivity, and service availability;
• Act as the main contact and escalation point for clients and internal teams;
• Lead regular operational and business review meetings with clients;
• Work closely with Team Leads, WFM, Quality, Training, Recruitment, HR, and IT teams;
• Support staffing, onboarding, training, and performance management processes;
• Identify operational risks and implement corrective and preventive actions;
• Improve service processes, reporting, workflows, and knowledge management;
• Support the launch and transition of new Help Desk projects, services, and locations;
• Manage project budgets and support the achievement of financial targets.
   

Requirements:

• At least 3 years of experience as a Delivery Manager, Service Delivery Manager, Project or Operations Manager, or in a similar role;
• Experience managing IT Help Desk, Service Desk, technical support, or IT outsourcing operations;
• Experience managing distributed or multicultural teams;
• Experience with ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms;
• Strong client management, communication, and negotiation skills;
• Ability to analyse operational data, identify risks, and drive improvements;
• English at C1 level; additional European languages will be an advantage;

• Strong leadership, ownership, and problem-solving skills.

   

What We Offer:

• A key role in developing international IT Help Desk operations across Europe;
• Cooperation with European clients and multicultural teams;
• Opportunities to launch and scale new services and locations;
• Professional development within an international company;
• Competitive compensation and a performance-based bonus;
• Direct influence on operational processes and service quality.

Simply Contact is looking for a proactive Account & Sales Specialist to develop our IT Help Desk and Managed IT Services business across Europe.

Key Responsibilities

• Develop and expand the European client portfolio (IT Help Desk, Service Desk, Managed IT Services);
• Identify and attract new B2B clients through outbound sales, networking, and partnerships;
• Conduct client meetings, presentations, and commercial negotiations;
• Prepare proposals and support tender participation;
• Manage existing client relationships and identify upsell/cross-sell opportunities;
• Coordinate between clients and technical delivery teams.

Requirements

• 2+ years in Sales, Business Development, Account Management, or Customer Success;
• B2B sales experience with a focus on new business development;
• Understanding of IT services, outsourcing, or managed services — a strong advantage;
• Experience with international clients;
• Strong communication and negotiation skills;
• English advanced;
• Self-motivated and results-oriented.

We Offer

• Building a new business direction within an international company;
• European client portfolio;
• Professional growth and flexible work format;
• Competitive salary + performance-based bonus.

Job Responsibilities:

• Configure and maintain sandbox environments (Zendesk / Intercom / Gorgias, etc.);
• Test AI solutions (chatbots, translation tools, CRM/helpdesk AI features);
• Run real customer support scenarios and evaluate system performance and quality;
• Configure chatbots and conversational flows within AI platforms;
• Compare and test AI vendors, prepare practical recommendations;
• Provide troubleshooting in test and client environments;
• Support Digital Transformation initiatives and tasks assigned by the team lead;

Candidate Requirements:

• Experience in customer support / BPO (Team Lead, Quality Control, or Senior Agent);
• Strong understanding of support operations (SLA, tickets, communication channels);
• Hands-on experience with CRM / helpdesk systems (Zendesk / Intercom or similar);
• Ability to quickly learn and navigate new systems independently;
• Strong analytical thinking and autonomy;
• English level B2+;

Nice-to-have:

• Basic understanding of APIs / integrations;
• Experience with no-code automation tools (Zapier, Make, etc.);
• Experience with AI tools, chatbots, or LLM-based solutions.
   

You are our ideal candidate if you:

• Have English proficiency at B1+ level or higher;
• Speak Czech fluently or at a native level;
• Have strong communication skills and are willing to learn, grow, and quickly absorb new information;
• Previous experience in customer support or sales will be considered an advantage.

What will you be responsible for?

• Handle complex requests from fleet partners and drivers, ensuring timely and accurate resolution;
• Collaborate with cross-functional teams (Technical Support, Billing, Customer Support, etc.) to investigate and resolve operational issues;
• Review driver and partner profiles, earnings, and account activity to identify discrepancies and support issue resolution;
• Attend meetings with fleet partners, document key outcomes, and follow up on action items;
• Maintain, update, and analyze operational reports to support the team's daily activities;
• Provide operational support to Fleet Specialists and assist with ad hoc projects and administrative tasks;
• Contribute to process improvements by identifying inefficiencies and suggesting practical solutions.
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What do we offer?

• Paid training;
• Stable and timely income (base salary + performance-based bonus tied to real KPIs);

• Career growth opportunities (development within the project as well as in other structural departments of the company);