Helpdesk and Backoffice Team Leader - Sarajevo

We are Printec!

Printec is a leader in business-to-customer transaction technologies in Central and Eastern Europe, offering a wide range of technological solutions that reimagine transactions and create easy and secure interactions for 35 years.

From click & collect parcel delivery and vending unattended machines to digital on-boarding and electronic signature solution, we aspire to make digital transactions safer, faster and easier.

Through our solutions and services, we enable businesses to leverage innovative technology in order to provide superior customer experience and at the same time achieve operational efficiencies and regulatory compliance.

Did you know that Printec is behind your daily transactions?

Watch the video to discover some of our business solutions.

At Printec, we combine technology, expertise and teamwork to deliver reliable solutions that keep our customers’ businesses running. As our operations continue to grow, we are looking for a Helpdesk & Monitoring Team Leader to join our team in Sarajevo and take an important role in leading our technical support and monitoring operations.

If you enjoy solving complex technical challenges, coordinating people and activities, and making sure things run smoothly, this could be the right opportunity for you.

Responsibilities

• Lead, organize and coordinate the daily activities of the Helpdesk, Monitoring and Backoffice team.
• Plan team shifts and allocate resources according to workload, service requests and operational priorities.
• Monitor team performance and key operational KPIs, ensuring agreed SLAs and internal targets are achieved.
• Provide technical guidance and support in resolving complex customer and equipment-related issues.
• Coordinate activities between Helpdesk/Monitoring, Backoffice and Field Operations teams.
• Plan and coordinate remote software installations and upgrades.
• Monitor service calls and ensure timely execution and proper closure of activities in accordance with contractual requirements.
• Communicate with customers regarding ongoing technical issues, equipment status and field activities.
• Cooperate with regional and centralized technical support teams on escalated issues and Level 3 support.
• Prepare and review internal KPI reports and customer-facing SLA and performance reports.
• Maintain accurate equipment and master data in relevant internal systems and tools.
• Support invoicing processes by providing accurate information on active equipment and chargeable activities.
• Participate in projects related to equipment installation, replacement, upgrades and new product deployments.
• Ensure technical documentation, manuals and user guides are up to date and available to the team.
• Lead regular team meetings and coordinate delivery activities to ensure agreed deadlines are met.
• Develop team members through regular feedback, coaching, training and competence development.
• Participate in recruitment, onboarding and further development of team members.
• Identify opportunities for process and service improvements, with a particular focus on SLA achievement, repeated service calls and dispatch avoidance.

Requirements

• High School degree in Engineering Degree in Technology area
• 5+ years overall working experience
• 3+ years of experience in management of technical services preferable in Information Technology, Banking or Telecommunications sectors
• Experience coordinating a team or leading technical activities.
• Strong troubleshooting and problem-solving skills.
• Good understanding of service management processes and ticketing systems.
• Excellent organizational skills and the ability to prioritize in a dynamic environment.
• A customer-oriented approach and strong communication skills.
• The ability to work independently while collaborating effectively with local and international teams.
• Good command of English, both written and spoken.
• A proactive mindset and genuine interest in improving processes and developing people.
• Good command of local and English language
• Good communication & presentation skills
• Active driver`s licence B-category

Advantage would be:

• Previous experience in technical support, Helpdesk, Monitoring, Backoffice or Field Service.
• Networking / IT certifications are considered as an asset
• 3+ years of experience in delivery of IT integrated solutions and Transaction automation business will be considered a strong asset
• Awareness of industry’s latest technology trends and applications

Benefits

We are offering;

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development
• Performance Bonus