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Global IT Service Desk Manager


  • Kuyavia-Pomerania

  • offer expired 4 months ago
  • contract of employment
  • full-time
  • team manager
  • hybrid work
  • remote recruitment

Technologies we use

Operating system

About the project

The Global IT Service Desk Manager is directly responsible for all operational aspects of the service desk. The role requires broad technical knowledge, experience of managing a Global Service Desk and operating ITIL processes utilizing Enterprise support tools.

To support the complex organizational structure, the IT Service Desk Manager, in conjunction with IT Service Management, and IT Leadership, must further develop processes which provide a consistent experience for all our customers.

Your responsibilities

  • Manage team of service desk analysts, and team leads in multiple countries, providing first and second line support.

  • Team Management, through regular team meetings, One to Ones, coaching, training plans appraisals.

  • Promote professional development of service desk staff through performance reviews and coaching opportunities.

  • Oversee daily operation of service desk activities in conjunction with Team Leads

  • Align service desk structure, policies, and service offerings according to ITIL best practice

  • Expand knowledgebase of processes, procedures and support documentation used by service desk staff and end users.

  • Establish incident models to create a consistent roadmap to resolution for commonly recurring issues

  • Ownership of incident management and request fulfilment processes as handled by the Service Desk

  • Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services

  • Continually maintaining and developing tools and resources to improve service delivery

  • Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with our Company Core Values

  • Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics

  • Create and be Accountable to Regular Reporting to the Leadership Team

  • Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future

  • Ensure that any new services are onboarded with the appropriate documentation and service definitions.

  • Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to deliver better levels of experience

Our requirements

  • Completed degree in Computer Science, Business Informatics, or similar programs; or comparable qualifications/certifications with practical experience.

  • Great Communications skills, founded in being a good listener

  • Management & Leadership Experience of an IT Service Team

  • Experience using and developing an IT Service Desk Ticketing system (ManageEngine in use)

  • Experience developing tactical methodologies, enhancing / maintaining processes and ensuring compliance to standard processes across the Information Services Delivery

  • Solid analytical skills and judgment to proactively identify and solve increasingly complex problems

  • Strong attention to detail, good organizational skills, and the ability to prioritize with changing situations

  • Excellent interpersonal, verbal, and written communication skills to drive tasks to completion

  • Proficient in Microsoft Office Suite and database management tools

  • A deep desire to deliver an amazing Client Experience

  • The ability to keep up with & adapt to the fast-paced IT world

  • Excellent communication skills (both written and oral) in English


  • Skills in Strategic & Resource Planning with an ability to think and plan ahead

  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

  • Skills in PowerBI or other reporting and analytical tools.

  • German language skills are beneficial.

What we offer

  • Competitive base salary

  • Internal Talents’ Development Program

  • Appealing benefits: sport activities, private medical care, training, and company integration events

  • Remote work and home office possibility

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • remote work opportunities

  • integration events

  • coffee / tea

  • leisure zone



Swiss Post Solutions (SPS) is a leading outsourcing provider for business process solutions and innovative services in document management. A strong international client base relies on SPS’ ability to envision, design and build end-to-end solutions and to be its trusted advisor for the key value drivers in business process outsourcing (BPO): location strategy, process optimization and technology. Part of the Swiss Post Group, SPS’ 7500 employees and specialized partners span the full range of the industry – from insurance, banking, telecommunications, media and retail to energy supply and travel & transportation – addressing customer needs in more than 20 countries.

Our customers rely on us to be their experts in the fields in which they want to stand out from their competition. This makes working for SPS a demanding, but also exciting and challenging experience

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  • Foreseen travel: 5%

  • Remote work: 25% - 50%

  • Location: Gdańsk, Poland