Service Desk Manager

Are you passionate about building high-performing teams and delivering exceptional customer experiences?

Volue is seeking a (hands-on) proactive and people-oriented Service Desk Manager to take the lead in establishing and ramping up a new Service Desk in Gdańsk. This is a unique opportunity to shape the foundation of a key customer-facing function in one of Europe's most exciting green tech companies.

At Volue, we empower the future of energy by supporting customers who operate at the heart of the energy ecosystem. Our clients are leaders in Energy Management and Power Grid Management - industries where reliability are non-negotiable.

We deliver B2B support for business-critical software that drives decision-making and operations across Europe's energy landscape. Our customers rely on us to meet high SLA demands, ensuring uptime and performance for systems that manage everything from market forecasts to grid stability.

What you will be doing to make a difference:

As the Service Desk Manager, you will be responsible for setting up and scaling a new Service Desk that will eventually support all Volue products. You'll lead the team through its early stages, ensuring smooth daily operations while also shaping the long-term strategy.

Key Responsibilities:

• Lead the setup and development of the new Service Desk team in Gdańsk
• Manage daily operations and ensure delivery in line with customer SLAs
• Work hands-on with incident resolution and service request handling
• Build and retain a high-performing team through talent management and motivation
• Ensure the team has the right skills and training to support customer success
• Communicate with customers to understand and support their needs
• Collaborate closely with the wider Support Management Team across Volue

What our Service Desk will handle:

• 1st line support: initial contact handling, logging and categorization
• Basic troubleshooting and customer communication
• Monitoring and alert follow up
• Escalation and service request management
• Acting as a triage team with a strong focus on quick incident resolution

What you need to succeed:

We are looking for a driven leader with a strong customer focus and a passion for building high-performing teams. You combine hands-on support experience with strategic thinking and excellent communication skills.

Qualifications and experience:

• Relevant university degree within IT (BSc/MSc) or equivalent work experience
• Solid background in Customer Support, preferably in tech or SaaS environments
• Knowledge of ITIL frameworks and processes
• Familiarity with the energy domain or market structures is a plus
• Proven ability to lead and inspire a team
• Fluent in English (spoken and written); other language is a plus

Reasons to join Volue team and what we offer:

• A unique opportunity to build something from scratch with real impact
• Flexible working conditions and a hybrid office setup
• A collaborative and inclusive work environment
• Career development in a growing, international company
• The chance to work with purpose – for a greener tomorrow

Please note that a background check will be required for this position. Final candidates may also be asked to complete a drivers assessment as part of the recruitment process.

In Volue, we cherish each employee's competence, ideas and personality. Let your skills and talent be a part of our team – and let us leave our mark on the world together

Company Culture

In Volue, we believe that in order to be a successful company, we need to bring everyone to the table.

We look at diversity as a competitive advantage. A diverse workforce enables better decision-making and creates more value. By inclusion, we refer to the sense of belonging and being part of a community at work. We want the people of Volue to feel welcome, valued and not least encouraged to bring their whole, unique selves to work.

Volue is about people. From staff to client, people are at the center of all our operations, and we always strive for a flat structure where everyone feels included, appreciated and recognized for their individual efforts. Or as we call it "ONE Volue". We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background or religious beliefs.