Head of IT Support

Intelligent Logistic Solutions is a global shared service part of Pelion S.A., the largest capital group in the healthcare sector in Poland. ILS supports the development of Pelion family companies and drives digital transformation in the MedTech ecosystem.

• Experience managing an IT support team
• Knowledge of ITIL standards or other IT service management methodologies
• Ability to make decisions and take responsibility for the team
• Good analytical skills supporting optimization and digitalization
• Knowledge of Help Desk / Service Desk processes
• Good command of English (minimum B2 level)
• Ability to build relationships and communicate clearly
• Substantive knowledge and experience in IT
• Ability to solve technological problems
• Experience managing smaller IT support teams (approx. 8-12 people)

• Supervise the operational functioning of the team responsible for first and second line IT support
• Ensure continuity of end-user environments and corporate services
• Coordinate team work in areas: Microsoft 365, Active Directory, identity and access management, Intune, ticketing systems, and infrastructure and application monitoring
• Establish technical standards and procedures for incident, problem, and change management
• Co-create IT support process architecture and automate processes using available tools
• Develop and test incident and disaster recovery scenarios for support services
• Analyze operational data (SLA, KPI, service availability) and recommend corrective actions
• Manage operational costs and plan technological needs
• Collaborate with infrastructure, security, and system development teams on IT environment stability and growth
• Initiate technological improvements, automation, and digital workflow implementations

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