IT Support Team Leader

Nasze wymagania: Solid experience in IT support, with a strong focus on 1st line service delivery. Experience leading or coordinating an IT support team. Good technical knowledge of Windows, Azure, Dynamics 365, Oracle Xstore, Relex, and Android environments. Hands-on experience with ITSM tools (ManageEngine, Zoho, or similar). Excellent communication skills and a genuine passion for customer service. Strong organisational skills and the ability to stay calm and effective under pressure. Conversational English — Polish is the primary working language, but you will need to communicate effectively in English within an international environment. Mile widziane: ITIL Foundation certification or solid practical knowledge of ITIL (Incident, Request, Problem Management). Experience with infrastructure monitoring tools such as Zabbix. Familiarity with AI-assisted support or voicebot solutions. A background in retail IT. O projekcie: We are looking for an experienced IT Support Team Lead to own and elevate the quality of our first-line IT support. This is not just a technical role — it is a leadership position for someone who genuinely cares about the experience of the people they support. You will lead a team of up to 10 IT Support specialists, set the standard for how support is delivered, and make sure that every employee — whether in the office or on the shop floor — gets the help they need, when they need it. If you thrive in a fast-paced environment, take pride in service quality, and know how to get the best out of a team, we want to hear from you. Zakres obowiązków: Lead and develop your team. You will manage the day-to-day operations of the IT Support team — organising shifts, and on-call rotations, while coaching your people and holding a high bar for quality and accountability. Own first-line support excellence. You will be responsible for ensuring that every incoming incident and service request is correctly handled, prioritised, and resolved within SLA. Customer satisfaction is your north star — you will track it, protect it, and continuously improve it. Drive ITIL processes. You will own the Incident Management and Request Fulfillment processes, and actively contribute to Problem Management — identifying root causes and eliminating recurring issues before they become a pattern. Optimise the toolset. You will work with a modern support stack — ManageEngine, Zabbix, Zoho, and an AI Voicebot — ensuring these tools are configured and used to their full potential to support your team's efficiency. Collaborate across IT. You will work closely with 2nd and 3rd line support teams to resolve complex issues, reduce escalations, and contribute to a seamless IT experience across the organisation. Oferujemy: A leadership role with real ownership and impact. A dynamic, international working environment. The opportunity to shape how IT support is delivered across a growing retail network. A collaborative IT team that values continuous improvement.