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

Nasze wymagania: 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. O projekcie: We are looking for an experienced Operations Manager to lead the existing Service Desk organization within the Regional Shared Service Center located in Katowice. The successful candidate will manage a 20+ FTE multilingual Service Desk team, serving internal clients in Europe, North and South America and will collaborate with the sister Service Desk teams in RSSC Asia. The Operations Manager will be responsible for daily IT support operations, maintaining the requires service levels as well as acting as a high-level escalation point to ensure all SLAs and quality standards are met. This role combines the advanced knowledge of IT support methodology (ITIL v. 4) with leadership tasks like performance monitoring, process improvement, and stakeholder reporting, mentoring and development planning. Besides, the Operations Manager is also responsible for acting as the Global Process Manager IT Service Desk SSC, driving global standardization and optimization across the SSC locations in Europe and Asia. Zakres obowiązków: 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. Oferujemy: 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