IT Support Team Leader

Invia x Travelplanet.pl x Wakacje.pl is one of the largest travel groups in Europe assisting over 6 million travelers annually. The company employs teams across IT, Product, Data, Marketing, HR, Finance, Sales, and Customer Experience to build tools and services for travelers.

• Minimum 4 years in a Service Desk or similar environment, with at least 1 year as a Team Leader
• Practical IT knowledge including troubleshooting operating systems, networks, and hardware
• Hands-on experience with Microsoft Windows, Linux, and macOS
• Experience working with KPIs including tracking and reporting
• Familiarity with ticketing and documentation systems like Jira and Confluence
• Excellent communication and collaboration skills
• Proactive, organized, and able to manage under pressure
• 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
• Managing and improving Service Desk documentation and procedures
• Ensuring compliance with security policies
• Participating in operational meetings and providing improvement recommendations