IT Support Team Leader

Invia x Travelplanet.pl x Wakacje.pl is one of the largest travel groups in Europe, helping more than 6 million people annually plan their trips. The company includes teams in IT, Product, Data, Marketing, HR, Finance, Sales, and Customer Experience that build tools and services for travelers.

• Minimum 4 years experience in Service Desk or similar, with at least 1 year in a Team Leader role
• Practical IT knowledge including troubleshooting operating systems, networks, and hardware
• Hands-on experience with Microsoft Windows, Linux, and macOS operating systems
• Ability to work with KPIs and prepare reports
• Experience with ticketing/documentation systems like Jira and Confluence
• Excellent communication and collaboration skills
• Proactive attitude and strong organizational skills
• High self-reliance and teamwork abilities
• Ability to work under pressure 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
• 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 when necessary
• Coordinating team actions during critical incidents
• Collaborating with IT and business departments to maintain service continuity
• Monitoring and reporting on KPIs and service quality
• Training, mentoring, and developing team members
• Managing relationships with external vendors
• Documenting and optimizing company-wide processes and Service Desk procedures
• Ensuring compliance with security policies
• Participating in operational meetings and providing improvement recommendations