IT Support Manager

Job Description

What will you do?

• 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.

Qualifications

• 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.

• Knowledge of MS SQL Server will be an asset.

Additional Information

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.