For our client we are looking for a IT Service Desk Team Lead to take on a key role in leading an IT support team. This person will act not only as a leader and mentor but also as a hands‑on contributor — staying close to technology and end‑users while supporting the Service Desk Director in day‑to‑day operations.
Responsibilities
- Lead and manage a Service Desk team—organizing workload, setting priorities, and driving professional development.
- Provide direct operational support – actively participate in handling incidents, service requests, and technical issues.
- Support the Service Desk Director by taking over daily operational and managerial responsibilities.
- Monitor KPIs and SLAs to ensure high‑quality service delivery.
- Identify areas for automation, process optimization, and standardization.
- Collaborate closely with other IT teams and business stakeholders on complex problem resolution.
- Foster a culture of continuous improvement and proactive service within the team.
Requirements
- Proven leadership experience (Team Leader / Manager) within Service Desk / IT Support.
- Strong technical background – knowledge of operating systems (Windows, macOS), office suites, ticketing tools, and networking / systems / security concepts, M365, applications.
- Hands‑on mindset – willingness to roll up your sleeves and work alongside the team.
- Excellent prioritization, delegation, and people‑management skills.
- Strong customer focus and commitment to service excellence.
- ITIL knowledge and/or international environment experience would be an asset.
- Very good English – minimum B2.
What we offer
- Flexibility in choosing the form of employment: permanent contract (UoP) or B2B.
- Hybrid work model with office located in the center of Warsaw.
- Opportunity to work in a large, international organization with professional growth potential.
- Benefits package, including: Private medical care, Multisport card, Life insurance, Access to training & certification programs, Language courses.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
IT Services and IT Consulting
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