IT Operations Team Coordinator

Netguru is a consultancy, product design, and software development company founded in 2008. Netguru builds digital products that let people do things differently – offering consulting, tools and resources to companies of all shapes and sizes – to make beautifully designed digital products in a way that’s fast and fits their needs. The company has completed more than 1400 projects, has nearly 600 employees worldwide, and works with large brands such as Volkswagen, IKEA, and Keller Williams. Their tech stack includes Ruby on Rails, Node.js, React.js, React Native, Kotlin, Vue.js, Python, Django, and Elixir.

• Very good command of written and spoken Polish (min. C1) and English (min. B2)
• Experience managing a team of at least 3-5 people
• Experience with tools: Google Workspace, Azure, O365, Make, Jira, 1Password, Slack
• Experience working in an IT environment; Agile experience is a plus
• Experience working with ITSM or similar frameworks
• Experience using ITSM tools: Jira SM, Zendesk, Freshdesk, ServiceNow
• Experience managing hardware asset registry for laptops and accessories
• Experience in a fast-changing company (e.g., software development organization)
• ITIL Foundation Certificate
• Ability to motivate and grow a team
• Proactive and good team player
• Experience managing macOS and Windows endpoints

• Ownership and subject matter expert for tools such as: Google Workspace, Azure, O365, Make, Jira, 1Password, Slack

• Conducting regular meetings with team members

• Assigning tasks and consulting on progress

• Monitoring happiness and atmosphere within the team

• Gathering, giving, and acting on feedback for team members

• Taking care of team development and helping members realize their potential

• Planning development budget

• Executing HR processes: vacation monitoring, onboarding/offboarding, performance reviews, appraisal and salary review participation

• Connecting people with company strategy, processes, and news

• Managing day-to-day operations of the Service Desk Team

• Ensuring KPIs and SLAs are met for service quality

• Co-creating and monitoring policies and procedures for the Service Desk Team

• Handling queries and escalations from stakeholders

• Managing and communicating change within the department and organization

• Monitoring hardware stock, orders, and EOL processes

• Resource allocation and scheduling to meet service demands and manage priorities

• Anticipating business decision impacts on team operations and taking appropriate action

• Handling cross-departmental cooperation in shared responsibility areas