IT Support Manager

GGS IT Consulting helps organizations eliminate manual processes and streamline workflows through Automation, collaborating with industry-leading partners to provide high-quality technical services tailored to purpose-built compensation platforms. The company focuses on accelerating operational efficiency and enabling data-driven decision-making. The IT Support Team manages support for global business clients and data integration into client platforms.

• 3+ years of experience in a leadership or managerial role, preferably within IT Support or a similar environment.
• Good knowledge of IT and an understanding of available technologies.
• Strong customer service mindset.
• Experience with Incident & Escalation Management.
• Strong analytical and problem-solving skills.
• Structured, solution-oriented approach, including the ability to work effectively under pressure.
• Experience in Customer & Stakeholder Management.
• Minimum C1 level of Polish and English.
• Knowledge of MS SQL Server will be an asset.

• Lead and manage the daily operations and performance of the IT Support Team.
• Ensure high-quality support and customer satisfaction for global clients.
• Monitor team performance using KPIs and customer satisfaction metrics, including NPS.
• Manage incidents, escalations and communication with key stakeholders.
• Develop and continuously improve support processes, procedures and standards.
• Identify opportunities to improve team efficiency and service quality.
• Collaborate with internal teams and business users to resolve issues and support client needs.

Minimum C1 proficiency in Polish and English required.