IT Support Team Leader

Invia x Travelplanet.pl x Wakacje.pl is one of the largest travel groups in Europe, supporting over 6 million travelers annually through various teams including IT, Product, Data, Marketing, HR, Finance, Sales, and Customer Experience. The role is within the IT department, focusing on Service Desk operations and technical support.

• Minimum of 4 years of experience in a Service Desk or similar environment, including at least 1 year in a Team Leader role
• Practical IT knowledge, including troubleshooting skills related to operating systems, networks, and hardware
• Hands-on experience with operating systems such as Microsoft Windows, Linux, and macOS
• Ability to work with Key Performance Indicators (KPIs), including tracking performance and preparing reports
• Experience with ticketing and documentation systems (e.g., Jira, Confluence)
• Excellent communication skills and ability to collaborate with various stakeholders, including the business side
• Proactive attitude towards challenges and excellent organizational skills
• High level of self-reliance and strong teamwork skills
• Ability to work under pressure and effectively manage the team during critical situations
• Good command of English
• Valid category B driving license

Nice to have:

• Knowledge of ITIL processes and Service Desk tools
• Experience in internal systems administration
• Familiarity with IT security policies and regulatory compliance
• Practical experience working with external vendors and optimizing business processes

• Managing the team, including planning, delegating, and monitoring tasks
• Ensuring high-quality user support and escalating tickets to higher support tiers when necessary
• Coordinating the team's actions during critical incidents
• Collaborating with other IT and business departments to ensure service continuity
• Monitoring and reporting on Key Performance Indicators (KPIs) and service quality
• Training, mentoring, and developing the skills of team members
• Managing relationships with external vendors and ensuring favorable cooperation terms
• Participating in documenting and optimizing company-wide processes
• Managing documentation processes and continuously improving Service Desk procedures
• Ensuring team activities comply with the organization's security policies
• Participating in operational meetings, preparing reports, and providing recommendations for improvements