Pracuj.pl
Hybrydowo
Expert
Service Desk Team Leader with Dutch
⚲ Warszawa
Do uzgodnienia
Opis stanowiska
Nasze wymagania:
Previous Service Desk Team Leader Experience (1 year minimum).
Very good command of Dutch and English (spoken and written).
Availability to work in a 24/7 shift model.
Ability to work from the office in Warsaw.
Higher education degree (college/university) or equivalent.
Strong working knowledge of Microsoft Office, Windows OS and standard end-user applications.
Solid practical experience with IT Service Management tools and ticket handling workflows.
ITIL Foundation certification (internal or external).
Strong customer focus, communication and interpersonal skills, paired with structured planning and problem-solving abilities.
Zakres obowiązków:
Lead, support and coach a Level 1 Service Desk team delivering multilingual IT support.
Provide hands-on technical guidance to Service Desk Analysts and support them in resolving incidents and service requests.
Own and manage escalations, including cases that require broader IT expertise and confident stakeholder communication.
Step in to handle end-user contacts via phone, email, chat or web channels when operational demand requires it (e.g., peak hours).
Coordinate daily work with offshore/on-site teams and cooperate with relevant resolver groups and external vendors to ensure timely resolution.
Keep control over ticket backlog and ticket ageing by driving prioritization, follow-ups and appropriate escalations.
Ensure service delivery meets agreed SLAs and supports KPI targets through continuous monitoring and quality focus.
Prepare and maintain shift schedules and holiday plans to secure coverage and effective workload distribution.
Produce and analyze operational reporting (quality, SLA/KPI compliance, trends) and share insights with stakeholders.
Promote knowledge sharing and continuous improvement (process updates, lessons learned, knowledge base practices) while ensuring compliance with internal and customer policies.
Oferujemy:
Hybrid working model (3 days home office, 2 days onsite) and office in the city center.
Contract of employment.
Sport's card (Multisport).
Private medical care.
Private life insurance.
Free gym access.
Support for professional development, including co-funding for accounting certifications and courses.
Commuting subsidies.
Language course subsidies.
Travel allowances.
Access to wide range of learning & development platforms.
Previous Service Desk Team Leader Experience (1 year minimum).
Very good command of Dutch and English (spoken and written).
Availability to work in a 24/7 shift model.
Ability to work from the office in Warsaw.
Higher education degree (college/university) or equivalent.
Strong working knowledge of Microsoft Office, Windows OS and standard end-user applications.
Solid practical experience with IT Service Management tools and ticket handling workflows.
ITIL Foundation certification (internal or external).
Strong customer focus, communication and interpersonal skills, paired with structured planning and problem-solving abilities.
Zakres obowiązków:
Lead, support and coach a Level 1 Service Desk team delivering multilingual IT support.
Provide hands-on technical guidance to Service Desk Analysts and support them in resolving incidents and service requests.
Own and manage escalations, including cases that require broader IT expertise and confident stakeholder communication.
Step in to handle end-user contacts via phone, email, chat or web channels when operational demand requires it (e.g., peak hours).
Coordinate daily work with offshore/on-site teams and cooperate with relevant resolver groups and external vendors to ensure timely resolution.
Keep control over ticket backlog and ticket ageing by driving prioritization, follow-ups and appropriate escalations.
Ensure service delivery meets agreed SLAs and supports KPI targets through continuous monitoring and quality focus.
Prepare and maintain shift schedules and holiday plans to secure coverage and effective workload distribution.
Produce and analyze operational reporting (quality, SLA/KPI compliance, trends) and share insights with stakeholders.
Promote knowledge sharing and continuous improvement (process updates, lessons learned, knowledge base practices) while ensuring compliance with internal and customer policies.
Oferujemy:
Hybrid working model (3 days home office, 2 days onsite) and office in the city center.
Contract of employment.
Sport's card (Multisport).
Private medical care.
Private life insurance.
Free gym access.
Support for professional development, including co-funding for accounting certifications and courses.
Commuting subsidies.
Language course subsidies.
Travel allowances.
Access to wide range of learning & development platforms.
🔍 Dekoder Ogłoszenia
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