Operations Manager – IT Support (w/m/d)

Technologies we use

About the project

Your responsibilities

• Performance & SLA Management: Monitors key performance indicators (KPIs) and service level agreements (SLAs), ensuring timely resolution of tickets.
• Planning and Capacity Management: continuously manages the required capacities vs workload, focussing on optimization and efficiencies without compromising the quality. Develops plans and forecasts for service desk development from the capacity and skills viewpoint.
• Team Leadership & Mentoring: Supervises and mentors service desk team leaders and coordinators, conducting performance evaluations, and managing shift schedules.
• Escalation Management: Acts as the point of escalation for complex, high-priority, or unresolved incidents.
• Process Improvement: Identifies, develops, and implements service desk procedures, policies, automation and AI-enabled solutions to boost efficiency. Champions a culture of continuous improvement and innovation within the SSC.
• Reporting: Provides reports on service trends, performance metrics, and desk financials.
• Customer Satisfaction: Maintains high quality and customer satisfaction scores.
• Act as Global Process Manager SSC, standardizing and optimizing across the organization.
• Identify, pilot, and implement automation and AI-enabled solutions to streamline HR processes and reporting.
• Champion a culture of continuous improvement and innovation within the SSC.

Our requirements

• Experience: Proven experience as a Service Desk Manager, Senior Service Desk Team Lead, or in a similar support role (a minimum of 4 years).
• Process Skills: Strong knowledge of ITIL processes (formal ITIL certificate at a minimum Foundations level), ticketing systems (such as ServiceNow, Jira, Cherwell) as well as in process management and automation.
• Soft Skills: Excellent communication, customer service, and conflict-resolution skills. A minimum of 6 years of people management experience, preferably in an international environment.
• Education: University degree in IT or equivalent industry experience.
• Languages: Fluency in English is a must, in German would be of advantage.

What we offer

• Stable job based on an employment contract
• Annual bonus
• Hybrid model of work (2 days per week working from office)
• A package of benefits available on the benefit platform - private medical care, co-financing of the sports card, discounts and shopping vouchers; the possibility of joining group insurance, accident insurance, additional compensations from the Company Social Benefits Fund based on the internal policies
• Work in a friendly, diverse and high-qualified team with positive and cooperative working atmosphere
• International environment and daily usage of foreign languages
• Real development opportunities
• Direct communication and no formal dress code
• Modern office with innovation space located in Katowice
• Employee referral program

Benefits