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Team Manager – People Service (HR Helpdesk)
  • Gdańsk
Team Manager – People Service (HR Helpdesk)
Gdańsk, Gdańsk, Pomorskie, Polska
Manpower
23. 10. 2025
Informacje o stanowisku

ZAKRES OBOWIĄZKÓW:

  • Monitor service desk queues and manage inquiry distribution across channels
  • Balance workload across the team to meet SLAs and service quality targets
  • Act as the first point of escalation for complex or sensitive cases
  • Track key metrics such as SLA compliance, first response time, and resolution quality
  • Prepare reports and insights on trends and performance outcomes
  • Identify and address bottlenecks or inefficiencies in workflows
  • Coordinate onboarding and training for new team members
  • Provide ongoing coaching, feedback, and performance reviews
  • Foster a collaborative, customer-first, and results-oriented team culture
  • Ensure service desk documentation and scripts are accurate and up to date
  • Work with knowledge owners to improve usability of self-service and support materials
  • Align processes with organizational updates and system enhancements
  • Review interactions for professionalism, accuracy, and consistency
  • Act as decision-maker and team lead in the absence of the People Service Manager
  • Support implementation of new tools, processes, and service desk optimizations
  • Assist in internal knowledge-sharing and upskilling initiatives


    • WYMAGANIA:
  • Excellent English communication skills (written & spoken)
  • Experience with ticketing/service management systems (e.g., ServiceNow)
  • Strong MS Office skills (Outlook, Excel, PowerPoint)
  • Ability to manage escalations and maintain a customer-first mindset
  • Strong organizational skills and attention to detail
  • 3+ years in a service desk, call center, or shared services environment
  • Proven experience in team leadership and daily operations management
  • Solid understanding of SLAs, KPIs, and customer support workflows
  • Experience in coaching and motivating support agents
  • Proactive, adaptable, and solutions-oriented
  • Bachelor’s degree in Business, Management, or related field
  • Background in HR services is a plus, but not mandatory


    • OFERUJEMY:
  • Private medical care – comprehensive healthcare coverage for your wellbeing
  • Life insurance package – additional security for you and your loved ones
  • Sports card – access to MultiSport or an equivalent program to keep you active
  • Learning & development platforms – access to ongoing education and upskilling opportunities
  • Friendly and inclusive work culture – be part of a team that values collaboration and diversity
  • Modern office environment – good coffee, chillout zones, and a space designed for focus and creativity

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