IT Service Desk Lead

6 dni temu

Warszawa, Mazovia, Polska KF Pełny etat

We are partnering with a well-established international financial institution to recruit an IT Service Desk Lead for their growing Warsaw office. The organization is recognized for its resilience, innovation, and commitment to financial integrity. Their Warsaw hub plays a strategic role in supporting global technology operations and fosters a culture of collaboration, transparency, and continuous improvement.

As IT Service Desk Lead, you will be responsible for overseeing the daily operations of the IT Service Desk team, ensuring timely and effective resolution of technical issues, and delivering exceptional support to end users. This is a hands-on leadership role that combines technical expertise with people management and process improvement.

Key responsibilities include:

  • Leading and mentoring a team of Service Desk Analysts.
  • Managing shift coverage to ensure consistent support availability.
  • Monitoring ticket queues and ensuring SLAs are met.
  • Acting as the primary point of contact for high-priority incidents.
  • Escalating unresolved issues to appropriate IT teams.
  • Maintaining documentation of procedures, FAQs, and troubleshooting guides.
  • Promoting a customer-first culture and ensuring high levels of user satisfaction.
  • Analyzing service desk metrics and identifying areas for improvement.
  • Implementing best practices for incident, request, and problem management.
  • Providing hands-on support for hardware, software, and network issues.
  • Supporting onboarding/offboarding processes and remote user connectivity.

The ideal candidate will bring:

  • A bachelor's degree in Information Technology, Computer Science, or a related field.
  • 3 - 5 years of experience in IT support, including 1–2 years in a leadership role.
  • Strong knowledge of ITSM tools (e.g., ServiceNow, Jira Service Desk).
  • Familiarity with Windows/Mac OS, Active Directory, Office 365, and remote support tools.
  • Excellent communication, problem-solving, and organizational skills.
  • ITIL certification is a plus.

This is a confidential search. If you are a service-oriented IT leader with a passion for team development and operational excellence, we encourage you to apply and explore this exciting opportunity.

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