Join to apply for the Team Manager – People Service (HR Helpdesk) role at ManpowerGroup Talent Solutions
Full-Time | Hybrid | Team Leadership Role
Lead Daily Operations of Our Employee Service Desk in Gdańsk!
Our client is expanding its Global Knowledge Centre in Gdańsk and is looking for an experienced Team Manager – Service Desk to drive the delivery of high-quality support services through our HR Helpdesk.
This is a key leadership role ensuring smooth daily operations, excellent service standards, and timely support for employees across the region.
About the Role
As a Team Manager – Service Desk, you will coordinate day-to-day employee support activities (via phone, email, chat, and ticketing system) and act as the right hand to the Head of People Services. You’ll oversee case distribution, coach team members, monitor performance metrics, and ensure inquiries are resolved professionally and efficiently.
What Youll Do
Operational Coordination & Service Delivery
- 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
Performance Monitoring & Reporting
- 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
Team Coaching & Development
- 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
Process & Knowledge Management
- 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
Quality Assurance & Leadership Coverage
- 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
What You Bring
Key Skills and Tools
- Experience with ticketing/service management systems (e.g., ServiceNow)
- Ability to manage escalations and maintain a customer‑first mindset
- Strong organizational skills and attention to detail
Professional Profile
- 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
Education & Background
- Bachelor’s degree in Business, Management, or related field
- Background in HR services is a plus, but not mandatory
What Client Offers
As part of our Gdańsk‑based Global Knowledge Centre, you’ll benefit from:
- Hybrid work model – combine remote flexibility with a modern office in the heart of Gdańsk
- Private medical care – comprehensive healthcare coverage for your wellbeing
- Learning & development platforms – access to ongoing education and upskilling opportunities
- Life insurance package – additional security for you and your loved ones
- Friendly and inclusive work culture – be part of a team that values collaboration and diversity
- Discounts on the purchase or rental of cars for eligible employees
- Extra reimbursement for corrective glasses if needed
- Funding for language courses, training programs, and university studies
Ready to Start Your Journey in People Services?
Join our client and help create an outstanding employee experience within a collaborative, international HR environment.
The offer applies to permanent work.
Meta Information
- Seniority level: Mid‑Senior level
- Employment type: Full‑time
- Job function: Human Resources
- Industries: Staffing and Recruiting
