Service Desk Shift Supervisor

Are you ready to take on a leadership role where you can make a real difference in day-to-day operations? We’re looking for a Shift Supervisor to join our Service Desk team and help us keep things running smoothly.

This isn’t a deeply technical position – instead, it’s about combining your solid understanding of IT processes with your people and communication skills to make sure our users get the support they need. You’ll be the go-to person during your shift, guiding the team, keeping service levels high, and making sure customers leave with a positive experience.

Meet the team

Our Service Desk team provides 24/7 support and is one of the essential functions within EmbedIT. Together as one, they support internal employees and business partners across the globe, always keeping the business impact in mind and helping to minimize disruption to productivity and operations. As the first point of contact for all IT-related inquiries and issues, the Service Desk plays a key role in accelerating real progress through direct support or by escalating cases to specialized teams. Working in a fast-paced, flexible and agile environment between EmbedIT and its customers worldwide, the team operates on a 24/7 basis. This means working 12-hour shifts, including days, nights and weekends – rotation and teamwork are key.

What you’ll be doing

• Leading and coordinating your shift – distributing tasks and making sure everything flows.
• Ensuring excellent customer service and high satisfaction across every interaction.
• Handling escalated issues and customer complaints with professionalism and care.
• Acting as the local point of contact for team members during new process rollouts.
• Communicating actively with both internal and external customers.
• Supporting knowledge transfer and tutoring within the team.
• Coordinating change management and actively monitoring the production environment.
• Tracking SLA performance, ensuring deadlines are met and following up on breaches.
• Taking care of administrative and reporting responsibilities.

What makes you a great fit

• Solid understanding of IT processes and service desk environments.
• Strong customer focus with the ability to resolve challenges effectively, even under pressure.
• Leadership or coordination experience – you know how to motivate, support, and guide a team towards shared goals.
• Clear communication skills combined with a collaborative and solution-oriented mindset.
• Reliability, accountability, and a hands-on approach to problem-solving.
• Ability to see the bigger picture and apply analytical thinking – connecting the dots across different areas to understand complex dependencies.
• Confidence in navigating team documentation effectively – knowing where to find the right answers rather than memorizing everything by heart.
• Fluent English and Czech/Slovak.
• Willingness to work in 12-hour shifts (including days, nights, and weekends).

Join EmbedIT family and enjoy

• Motivating yearly bonus
• 5 weeks of paid vacation
• 5 days of Personal time off
• Meal allowances
• Contribution to the pension scheme or DIP - Long-Term Investment Product
• Access to premium healthcare or a monthly allowance for health activities and relaxation
• Relax room & games room
• Possible internal growth
• Loyalty and referral bonuses

At EmbedIT, you’ll step into a role where your leadership helps drive both team success and customer satisfaction. You’ll be part of a collaborative, supportive environment where we grow together and celebrate wins as one team.

Ready to take the lead? Apply now and start your journey with us!