IT Support Manager

Technologies we use

About the project

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Team size

This is how we work

Team members

Your responsibilities

• Lead and manage the daily operations and performance of the IT Support Team.
• Ensure high-quality support and customer satisfaction for global clients.
• Monitor team performance using KPIs and customer satisfaction metrics, including NPS.
• Manage incidents, escalations and communication with key stakeholders.
• Develop and continuously improve support processes, procedures and standards.
• Identify opportunities to improve team efficiency and service quality.
• Collaborate with internal teams and business users to resolve issues and support client needs.

Our requirements

• 3+ years of experience in a leadership or managerial role, preferably within IT Support or a similar environment.
• Good knowledge of IT and an understanding of available technologies.
• Strong customer service mindset.
• Experience with Incident & Escalation Management.
• Strong analytical and problem-solving skills.
• Structured, solution-oriented approach, including the ability to work effectively under pressure.
• Experience in Customer & Stakeholder Management.
• Minimum C1 level of Polish and English.

Optional

• Knowledge of the MS SQL Server will be a plus

What we offer

• Hybrid working model: 2 days from the office and 3 days remotely per week.
• Private healthcare provided by Signal Iduna.
• Medicover Sport membership.
• Subsidized English language classes.
• Opportunities to develop your knowledge and skills within your area of expertise.
• Employee-oriented working culture and a friendly, professional team.
• Small project teams and a flat organizational structure.
• Opportunity to work on international projects.
• A collaborative environment where your ideas and improvements can have a real impact.

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Development opportunities we offer

Benefits