Grant Thornton Capability Center Poland

IT Service Desk Manager (Poznań - hybrid)

15k - 21k PLN15 000 - 21 000 PLN/ mies./ mies.UoPUmowa o pracę (brutto)

SeniorHybryda·PoznańFull-time·Umowa o pracę

#447398·Dodano 24 dni temu·4

Źródło: nofluffjobs.com

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Tech Stack / Keywords

ITSMMicrosoft 365NetworkingActive Directory ITILDegree

Firma i stanowisko

Grant Thornton Capability Center Poland is a global IT support organization. The Service Desk Manager leads a 24x7, 365 Service Desk operation supporting a diverse, global employee population across multiple regions. The team consists of 10-15 Service Desk agents.

Wymagania

5-10 years of experience in enterprise IT support, including 3+ years in management
Proven experience managing global or multi-region Service Desk operations
Strong knowledge of ITSM frameworks and best practices (ITIL preferred)
Hands-on experience with enterprise ITSM platforms such as ServiceNow
Experience supporting Microsoft 365, basic networking concepts, and Active Directory environments
Ability to lead through change and scale operations in complex environments
Exceptional communication, leadership, and problem-solving skills
Fluency in Polish and English

Nice to have:

Experience operating a 24x7, follow-the-sun support model
Experience supporting senior executives and VIP populations
Exposure to automation, self-service portals, and digital workplace technologies
Bachelor’s degree in Information Technology, Computer Science, or related field
ITIL Foundation or higher certification

Obowiązki

Service Desk Operations & Performance Management:

Lead day-to-day operations of a follow-the-sun Service Desk across multiple time zones
Monitor and report on service performance metrics including SLA adherence and customer satisfaction
Identify trends and drive process improvements
Ensure consistent service delivery aligned with SLAs, OLAs, and business expectations
Oversee incident, request, and knowledge management processes

People Leadership & Team Development:

Lead, mentor, and develop Service Desk leads and agents globally
Foster collaboration, accountability, continuous improvement, and customer-centricity
Manage workforce planning, scheduling, performance management, and career development
Drive employee engagement and retention in a high-volume support environment

Customer Experience & Stakeholder Partnership:

Serve as primary escalation point for Service Desk issues
Partner with senior IT and business leaders to improve service outcomes
Champion initiatives enhancing end-user experience including self-service and automation
Communicate service performance and improvement plans to leadership

Security, Compliance & Cross-Functional Collaboration:

Collaborate with Information Security, Infrastructure, Endpoint, and Application teams
Ensure Service Desk supports access controls, identity management, and compliance
Participate in audits, risk assessments, and incident response activities

Continuous Improvement & Service Maturity:

Drive ITIL-aligned best practices and standard operating procedures
Lead initiatives to reduce repeat incidents and improve first-contact resolution
Mature knowledge management for scalable self-service support
Support service transitions for new technologies and organizational changes

Technology & Tooling:

Own and optimize the Service Desk tooling ecosystem including ServiceNow
Leverage automation, workflow optimization, and analytics
Ensure integration with endpoint management, asset management, and monitoring systems
Support Windows and Mac platforms

Benefity

Hybrid working model (2 days in office, 3 days remote)
Stable employment with an employment contract
Private medical care
Benefits package including MultiSport and benefits platform
Opportunity to work internationally with experienced professionals
Teamwork, trust, and knowledge-sharing culture
Structured onboarding program
Clear career development paths
Access to learning and certification programs
Training platforms and tools for professional growth
Inclusive workplace welcoming people with disabilities
Modern office located in Poznań, Malta Office Park
Sport subscription
Private healthcare
Training budget
Free coffee
Bike parking
Mobile phone
In-house trainings

Elastyczne godziny

Opieka zdrowotna

Karta sportowa

Dofinansowanie szkoleń

Napoje w biurze

Parking dla rowerów

Telefon

Szkolenia wewnętrzne

Grant Thornton Capability Center Poland

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