IT Service Desk Team Lead

For our client we are looking for a Service Desk Manager 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.

• 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

• 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
• 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

• 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, Multi Sport card, life insurance, access to training & certification programs, language courses

The offer applies to permanent work.