Senior Tech Support Manager
Senior Tech Support Manager
Posted on :
19-04-2025
Employer Active
1 Vacancy
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Job Description
The Tech Support Manager leads the technical support team to ensure highquality service for end users. They optimize processes manage team resources and collaborate with IT departments maintaining a smooth IT infrastructure and efficiently resolving incidents following SLA.
Responsibilities:
- Managing the Technical Support team: planning development and employee evaluation.
- Handling tickets following the SLA and KPI.
- Implementing and improving ITSM procedures.
- Coordinating escalations and communication with business stakeholders.
- Collaboration with the infrastructure security applications department and vendors.
- Analyzing root causes of problems and initiating preventive actions.
- Maintaining process documentation instructions and service catalog.
- Monitoring tickets and proposing improvements.
- Managing Service Desk tools (Jira).
- Support for user onboarding/offboarding and managing permissions.
- Ensure all IT support activities and assets comply with relevant regulations company policies and security standards.
- Coordinate with the IT Security department to mitigate risks implement safeguards and conduct periodic audits.
Qualifications :
- Bachelors degree in Information Technology Computer Science or related field.
- Proven experience 5 years) in managing IT teams specifically in Helpdesk.
- Strong leadership communication and teambuilding abilities.
- Experience in international environments.
- Nice to have: experience in adapting market procedures to global standards of a multinational corporation.
- Fluency in Polish and proficiency in English (min. B2 is essential.
- Knowledge of ITSM standards and processes (e.g. ITIL).
- Ability to work with ticketing system/service desk tools.
- Organizational communication and analytical skills.
Additional Information :
Why InPost
- Professional growth within the company.
- Hybrid work opportunity.
- Chances to broaden your skill set and acquire new competencies.
- Access to elearning platforms Udemy GoodHabitz and more.
- Benefits: private healthcare at Luxmed MultiSport card group insurance.
- Growth opportunities conferences trainings workshops.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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