IT Support Team Lead

Quick Facts

• Role: IT Support Team Lead (Service Desk)
• Focus: Service continuity, technical support quality, and team leadership

Description

You will take ownership of Service Desk operations, leading a team of support specialists to deliver exceptional technical support across the organization. You’ll coordinate critical incidents, collaborate with internal IT and business teams, and manage external vendors to improve service quality and process efficiency. The role includes KPI monitoring and continuous improvement of Service Desk procedures and documentation.

Responsibilities

• Manage the support team (plan, delegate, monitor tasks)
• Ensure high-quality user support and escalate tickets to higher tiers
• Coordinate team actions during critical incidents
• Collaborate with IT and business departments for service continuity
• Monitor and report on KPIs and service quality
• Train, mentor, and develop team members
• Manage relationships with external vendors
• Document and optimize company-wide processes
• Manage documentation for Service Desk procedures and continuously improve them
• Ensure team activities comply with organizational security policies
• Participate in operational meetings and provide improvement recommendations

Requirements

• Minimum 4 years of experience in a Service Desk (or similar) environment, including at least 1 year in a Team Leader role
• Practical IT troubleshooting skills across operating systems, networks, and hardware
• Hands-on experience with Microsoft Windows, Linux, and macOS
• Ability to work with KPIs (tracking and reporting)
• Experience with ticketing and documentation systems (e.g., Jira, Confluence)
• Excellent communication and cross-stakeholder collaboration skills
• Proactive attitude and strong organizational skills
• Self-reliant approach with strong teamwork skills
• Ability to work under pressure and manage the team during critical situations
• Good command of English
• Valid category B driving license

Benefits

• Hybrid work model (at least 3 days per week in the office)
• Professional development opportunities
• Benefits cafeteria platform (e.g., life insurance, sports card, lunch and shopping vouchers)
• International working environment
• Access to Audioteka and Pilot WP
• AI-enabled tools to support daily work
• Discounts on company products for you and your family/friends
• Convenient office location in Gdańsk (Alchemia) with a friendly, informal culture
• Option to join international educational trips
• Culture based on trust, open communication, feedback, and appreciation