IT Support Manager

Responsibilities

• Create communication management and ensure key stakeholders receive the required communication.
• Organize support and customer service work.
• Manage the daily work and performance of the support team.
• Implement enhancements to improve support-team efficiency.
• Work with support department KPIs and customer assessment (NPS score).
• Supervise and lead all support processes and operations.
• Create and implement support procedures.
• Support global business clients and data integration into clients' platforms.
• Ensure the support team works according to established standards.
• Collaborate with all departments and business users to understand requirements and needs.
• Ensure an optimal level of customer satisfaction.

Requirements

• 3+ years of experience in a leadership or managerial role.
• IT knowledge and understanding of available technology.
• Customer service approach.
• Incident and escalation management.
• Analytical and problem-solving skills.
• Structured and solution-oriented way of working, including under pressure.
• Customer and stakeholder management.
• Polish at minimum C1 level.
• English at minimum C1 level.

Optional

• Knowledge of MS SQL Server is a plus.