We are looking for a Team Lead, IT Support Services to join our team in Belgrade. You will be working with Clarivate’s market leading Intellectual Property maintenance division providing essential services to aid our customers with the management of their IP. The role is focused on providing support for the internal users of Clarivate’s Argos platform, which we are consolidating our IP Maintenance services onto.

About You – experience, education, skills, and accomplishments

3+ years of experience in customer-centric roles, consistently resolving customer issues with a proven track record.3+ years of experience collaborating with internal stakeholders to develop solutions that enhance customer service.2+ years of experience with SQL, ideally MS SQL Server.Proficient in the English language.

It would be great if you also have . . .

An interest in technology, with some experience with web, application, report or database development. Experience with compliance requirements in Cloud environments (e.g. SOX, SOC2, ISO27001, PCI/DSS, GDPR) would be useful but not mandatory.

What will you be doing in this role?

Provide line management and technical leadership for the team.Mentor, train, and transfer knowledge to new team members, ensuring continuous learning and improvement.Actively participate as a hands-on team member, troubleshooting and resolving various issues with Argos and related platforms.Collaborate with business teams to ensure incidents and service requests are accurately and sufficiently detailed.Assist business users via Teams, email, and voice communication to resolve their issues.Transfer and escalate issues to other teams when necessary.Document steps taken in the ticketing system and maintain a knowledge base.

Product ​You Will Be Supporting

Argos is one of our core platforms for managing the renewal process within the IP lifecycle. It leverages advanced technologies to ensure efficient and seamless operations. Argos streamlines the renewal process, ensuring that all aspects of the IP lifecycle are managed efficiently. The platform's integration capabilities allow it to work seamlessly with other systems, providing a comprehensive solution for IP management.

About the Team

The Team Lead will serve as the primary point of contact for internal users of Argos. They will lead a small team, providing support to operational and customer service teams. Responsibilities include performing maintenance tasks, resolving issues, and escalating problems to other Argos teams for further investigation and resolution.

Benefits

Private Health InsurancePaid LunchYearly BonusYearly Merit PlanFit PassLife InsuranceAccident InsuranceCompany bicycles for rent free of charge

Hours of Work

This is a full-time position with regular business hours aligned to the CEST zone. In the future, occasional shift work outside of the CEST zone will be required to provide coverage for colleagues in other time zones (06:00 to 20:00 CET).

Please note that only shortlisted candidates will be contacted.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.