Service Desk Team Lead

Nasze wymagania: Experience & Background ▪️5+ years in IT Support (Service Desk) with at least 2 years in a leadership or supervisory role. ▪️A strong technical background combined with excellent interpersonal skills and the ability to adapt rapidly to a dynamic environment. Technical Proficiency ▪️Strong knowledge of Windows, macOS, Google Workspace and Microsoft Office. ▪️IAM & Management: Experience with Active Directory/Entra ID, Intune management and software deployment. ▪️Networking: Good understanding of TCP/IP, DNS, and DHCP. ▪️Tools: Expertise in ServiceNow (ticketing, reporting, and dashboards). An interest in automation and AI is highly valued. Soft Skills & Competencies ▪️Exceptional English skills, with the ability to explain technical details to non-technical users. ▪️A self-starter with a "hands-on" approach who works well independently and in a team. ▪️Willingness to travel occasionally to our locations to understand our operations. Bonus Points (Certifications) ▪️ITIL V3/4 Foundation. ▪️Microsoft, Google Workspace or ServiceNow certifications. ▪️CompTIA A+. O projekcie: Have a direct impact on building and growing our brand-new Internal IT Service Desk team. Zakres obowiązków: Leadership & Team Development ▪️Guide, mentor and assist Service Desk Experts in delivering advanced, process-driven IT support. ▪️Lead regular team meetings and training initiatives to boost both technical skills and customer service excellence. ▪️Manage team performance and foster a culture of continuous improvement. Operations & Performance Management ▪️Oversee daily workloads, manage ticket queues and serve as the primary escalation point for complex incidents. ▪️Monitor and meet KPIs related to resolution times and End User Satisfaction (NPS) using tools like HappySignals. ▪️Design and maintain ServiceNow dashboards and reports to identify incident trends and process improvement areas. ▪️Drive the development of the self-service portal and knowledge base to increase user self-sufficiency. ITIL Lifecycle Leadership ▪️Incident & Major Incident Management (MIM): Oversee queues (including automation failures) and lead efforts to restore services during critical outages. ▪️Problem Management: Perform Root Cause Analysis (RCA) to eliminate systemic defects and recurring issues. ▪️Change & Knowledge Management: Ensure the team has the necessary knowledge for daily tasks and participate in agreed change processes. Collaboration & Innovation ▪️Partner with Service Owners, Platform Owners and 3rd party suppliers to align operations with organizational goals. ▪️Actively propose and track automation enhancements to streamline IT workflows. Oferujemy: Working at Hiab means being part of a team that puts people first. ▪️Shape the Future: Have a direct impact on building and growing our brand-new Internal IT Service Desk team. ▪️"Employees First" Philosophy: We live our Scandinavian values - flat hierarchies, open doors and genuine respect. ▪️Work-Life Harmony: Hybrid work model (3 days office / 2 days home) available after the initial ramp-up and stabilization phase. ▪️Health & Security: Private medical care, group life insurance and reimbursement for corrective glasses. ▪️Stay Active: MultiSport or Medicover Sport card (co-funded). ▪️Commuter Support: Subsidies for parking spaces near our Gdańsk office in Galeria Metropolia. ▪️Growth & Education: Exclusive discounts for studies at WSB Merito University. ▪️Financial Support: We offer a Referral Program with bonuses for successful hires and the possibility to save within the PPK scheme with employer contributions. ▪️Social Fund (ZFŚS): Access various benefits including holiday bonuses and financial support based on individual needs. ▪️Team Spirit: Regular company events, celebrations and our annual Christmas party.