IT Service Desk Team Lead





W zależności od doświadczenia


IT Service Desk Team Lead

​​​​​​  About the company   
Leading inventor and manufacturer of elastomeric insulation materials and technical foams employs 3,300 people worldwide. With 27 manufacturing facilities in 19 countries, they are dedicated to developing advanced solutions for thermal and acoustic insulation, making a significant impact on energy efficiency in installation systems globally. Theis products are highly valued by customers, and they continue to strive for excellence in their field.

  About a role  
We are seeking a highly skilled and motivated IT Service Desk Team Lead to oversee, organize, and guide a team of service desk members located in Poland, India, and Brazil. The successful candidate will also be responsible for administering our core IT Service Management (ITSM) solution, Halo ITSM. The role involves collaborating with IT peers from Infrastructure, Application & Security teams to implement effective Problem, Asset, and Change Management processes. The ideal candidate will have a solid understanding of ITIL v4 principles and possess relevant certifications. Proficiency in Windows Environment and/or 365 management is highly recommended. 

The IT Service Desk Team Leader will be based in Wroclaw, Poland but will be required to coordinate and collaborate with team members in Poland, India, and Brazil. Some travel may be required.

1.    Team Management Lead and support a team of service desk members located in Poland, India, and Brazil. Provide guidance and mentorship to ensure efficient and effective service delivery.
2.    Training and Development Identify technical & personal training needs for service desk representatives and conduct or coordinate relevant training programs. Encourage knowledge sharing and continuous learning within the team.
3.    Service Desk Operations Oversee the operations of the service desk team to ensure timely and high-quality resolution of IT incidents, service requests, and problems. Lead and organize the resolution of major incidents and coordinate cross-functional teams. 
4.    Reporting and Analysis Generate regular reports on service desk performance, including key metrics, trends, and improvement recommendations. Analyse data to identify areas for process improvement and implement corrective actions as needed.
5.    Continuous Improvement Proactively identify opportunities to enhance service desk operations, streamline processes, and improve service quality. Drive initiatives to optimize efficiency, incident prevention, and solution creation.
6.    Collaboration with other IT Groups Collaborate effectively with Infrastructure, Application, and Security teams, to ensure timely resolution of tickets. Discuss ticket progress, identify bottlenecks, and address any outstanding issues when SLA is breached. 
7.    Stakeholder Communication Maintain effective communication with stakeholders, including end-users, IT teams, and management. Provide updates, escalate issues, and ensure clear and timely communication of IT service status and initiatives.
8.    Halo ITSM Administration Manage and administer the company's core ITSM solution, Halo ITSM. Configure and maintain the ITSM tool according to the defined processes.

  Qualifications and Skills  
  • Proven experience of 3+ years in leading an IT Service Desk Team.
  • Leadership and people management skills, with experience in managing remote teams.
  • Accomplished background in IT service desk operations and ITSM administration preferably Halo ITSM or similar enterprise-grade solutions.
  • In-depth understanding of ITIL v4 principles and best practices. ITIL Foundation certification or similar qualifications are highly desirable.
  • Technical skills in Windows Environment and/or 365 management are recommended.
  • Excellent problem-solving and analytical skills, with the ability to analyze complex situations and provide effective solutions.
  • Strong communication and interpersonal skills to effectively collaborate with team members and stakeholders at all levels.
  • Self-motivated and proactive with a strong commitment to delivering exceptional customer service.
  • Fluency in English (both written and spoken) is required. Additional language proficiency is a plus.
​​​​​​​  Offer  
  • Luxmed - Medical Care Package.
  • Integration events
  • Multisport Card.
  • Life Insurance.


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