Operations Manager – IT Support (w/m/d)

Performance & SLA Management: Monitors key performance indicators (KPIs) and service level agreements (SLAs), ensuring timely resolution of tickets.
Planning and Capacity Management: continuously manages the required capacities vs workload, focussing on optimization and efficiencies without compromising the quality. Develops plans and forecasts for service desk development from the capacity and skills viewpoint.
Team Leadership & Mentoring: Supervises and mentors service desk team leaders and coordinators, conducting performance evaluations, and managing shift schedules.
Escalation Management: Acts as the point of escalation for complex, high-priority, or unresolved incidents.
Process Improvement: Identifies, develops, and implements service desk procedures, policies, automation and AI-enabled solutions to boost efficiency. Champions a culture of continuous improvement and innovation within the SSC.
Reporting: Provides reports on service trends, performance metrics, and desk financials.
Customer Satisfaction: Maintains high quality and customer satisfaction scores.
Act as Global Process Manager SSC, standardizing and optimizing across the organization.
Identify, pilot, and implement automation and AI-enabled solutions to streamline HR processes and reporting.
Champion a culture of continuous improvement and innovation within the SSC.

Experience: Proven experience as a Service Desk Manager, Senior Service Desk Team Lead, or in a similar support role (a minimum of 4 years).
Process Skills: Strong knowledge of ITIL processes (formal ITIL certificate at a minimum Foundations level), ticketing systems (such as ServiceNow, Jira, Cherwell) as well as in process management and automation.
Soft Skills: Excellent communication, customer service, and conflict-resolution skills. A minimum of 6 years of people management experience, preferably in an international environment.
Education: University degree in IT or equivalent industry experience.
Languages: Fluency in English is a must, in German would be of advantage.

Stable job based on an employment contract
Annual bonus
Hybrid model of work (2 days per week working from office)
A package of benefits available on the benefit platform - private medical care, co-financing of the sports card, discounts and shopping vouchers; the possibility of joining group insurance, accident insurance, additional compensations from the Company Social Benefits Fund based on the internal policies
Work in a friendly, diverse and high-qualified team with positive and cooperative working atmosphere
International environment and daily usage of foreign languages
Real development opportunities
Direct communication and no formal dress code
Modern office with innovation space located in Katowice
Employee referral program

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