Overview

In Cyclad we work with top international IT companies in order to boost their potential in delivering outstanding, cutting edge technologies that shape the world of the future. Currently, we are looking for an experienced, hands-on Service Desk Manager to lead our Service Desk team within a global organization. The person in this role will be responsible for the day-to-day operational management of the team, delivering top-quality IT support, and actively contributing to technical tasks.

Project information

• Location: Warszawa (hybrid model of work)
• Type of employment: employment contract or B2B contract

Responsibilities

• Manage and develop the Service Desk team (recruitment, motivation, performance reviews, professional growth).
• Provide daily operational support in a hands-on manner – participating in ticket handling and problem resolution.
• Ensure high-quality end-user support across a geographically dispersed, international environment.
• Define, monitor, report, and optimize KPIs and SLAs.
• Implement, enforce, and improve IT policies and procedures in close cooperation with teams across multiple countries.
• Oversee Microsoft 365 tools and technologies, including:
  • Intune administration
  • Configuration and supervision of Conditional Access and MFA policies
  • Support for Teams, Exchange Online, SharePoint Online, Entra, and PowerAutomate
  • License management
• Collaborate closely with other IT teams.
• Expand the IT service catalog and maintain operational documentation.
• Manage escalations and ensure effective communication with business stakeholders.
• Identify recurring issues and drive proactive improvement initiatives.

Qualifications

• Minimum of 5 years of experience in IT Service Desk, including at least 2 years in a managerial or leadership role.
• Experience working in an international environment.
• Advanced, practical expertise in Microsoft 365, including Intune and Conditional Access.
• Proven ability to manage and implement policies and procedures in a multi-country setup.
• Experience with ITIL processes (ITIL v3/v4 certification is a plus).
• Strong analytical skills and experience with KPI and SLA reporting.
• Excellent communication skills, with the ability to collaborate across different cultures and organizational levels.
• English proficiency at minimum C1 level.
• Proactive problem-solving mindset with a focus on continuous process improvement.
• Solid knowledge of Windows 11.
• Experience working with macOS, iOS, and Android systems.

Nice to Have

• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, ManageEngine).
• Knowledge of IT security and compliance.

We offer

• Stable employment in a global organization.
• The opportunity to influence the development of Service Desk processes and standards.

We proudly deliver to the leaders across industries.

Data Protection Officer: iod@www.cyclad.pl