HireRight Poland Sp. z o.o.

IT Operations Support Manager

HireRight Poland Sp. z o.o.O firmie

HireRight Poland Sp. z o.o.

Uniwersytecka 18

Katowice

Ready to work for a truly global company? Apply today!

IT Operations Support Manager
Location: Katowice

Job Description:

The IT Operations Support Manager will lead our 24/7 team of support engineers providing first class IT service and support to a global user base employing a '"'Follow the Sun"" support strategy. This is a highly-visible, high-impact position, maintaining high levels of customer satisfaction throughout the enterprise. This role is responsible for developing strategy for the desktop support organization, acquiring and allocating technology resources, managing personnel development, and actively participating in the technical support services. Providing excellent customer service to both internal customers on workplace technology items as well as external customers using our API Integrations and issues raised through our Account Management team for resolution.

Responsibilities:

  • Create team vision & strategies and drive direct reports to achieving vision.
  • Manage support staff responsible for all Tier 1, 2 & 3 troubleshooting and maintenance.
  • Address complaints and resolve problems.
  • Ensure proper documentation, notification, escalation, tracking, and follow up of all help desk incidents.
  • Collaborate with IT Management to develop and enforce user system standards and procedures.
  • Analyze Technical Support activity and make recommendations for changes in support procedures and systems.
  • Develop and implement policies, processes and procedures for tracking company assets. Update hardware and software inventory and asset tracking systems and oversee the day-to-day operations for IT Asset Management
  • Manage the deployment, maintenance, support and upgrade of desktop PCs, hardware, software, operating systems and distributed printers to improve efficiency through the organization.
  • Manage 24/7 teams that interact with our global business.
  • Act as a liaison with other departments as necessary to forecast future technology needs
  • Perform ticket tracking, analysis and integrations within Jira Service Desk and perform data validations on discovery tools such as SCCM and other data sources
  • Support and respond to hardware and software maintenance renewals.
  • Coordinate and develop global service and support policies and procedures for support team.
  • Develop, track, and report on key performance measurements including productivity and quality reports for technical support.
  • Ensure timely and accurate handling of trouble tickets with designated SLAs.
  • Prioritize projects for the technical support team on a scheduled and real-time basis, as needed.
  • Maintain work schedules for the technical support team, assuring proper coverage days, nights and weekends.
  • Act as liaison with other teams and departments.
  • Manage the backlog of open cases to ensure customers are receiving frequently accurate updates.
  • Serve as an escalation point for Technical Support team members.
  • Perform and document Root Cause Analysis as needed to resolve or escalate software and deployment issues.

Education:

Bachelor’s degree with a minimum of five years in a manager or leadership role in a Technical Support Department and/or equivalent work experience *Certification and experience in IT operational standards such as ITIL v3 preferred *Industry Certifications and/or proven expertise in Microsoft Operating Systems. 

Experience:

  • 7+ years of experience supporting enterprise software applications and system integrations
  • Prior experience mentoring staff, fostering a team environment, and establishing policies to improve work flow processes and efficiencies.
  • Experience in communicating technical issues and solutions to audiences with varying levels of technical knowledge and understating.
  • Experience successfully leading a technical team to meet objectives
  • Experience interfacing with executive-level management.
  • Experience successfully leading a technical team to meet objectives

 Scope of Impact:

  • Has full responsibility for the operational performance of sub-unit within a function.
  • Provides leadership to team leaders or supervisors.
  • Establishes criteria, formulates projects, and assesses effectiveness for projects with a significant business unit impact.
  • Has responsibility for assigning work, allocating resources, monitoring results, controlling costs and handling staff.
  • Manages the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.

Customer Focus:

  • Establishes and maintains ongoing relationships with key customers.
  • Anticipates and interprets customer needs to identify solutions.
  • Effectively communicates by adjusting communication style to audience.
  • Explains difficult concepts and persuades others to adopt a point of view.
  • Interacts with management both within and outside of work unit on significant matters.
  • Assimilates, synthesizes, discusses, and presents complex or sensitive information for discussion with more senior levels of management.

Strategic Planning:

  • Develops departmental plans, including business, production and/or organizational priorities.
  • Makes decisions - guided by business unit or functional business plans - that impact the support and funding of projects, products, services and/or technologies.
  • Decisions are guided by resource availability and functional objectives.
  • Directs the resolution of complex or unusual technical, operational and organizational problems which may be multi-disciplinary.
  • Issues instructions on standard practices and policy application; follows up to determine compliance.
  • Implements processes to produce desired changes in product line, function, or assigned area of responsibility.

We Offer:

Private Medical Care
Multi-sport / Edenred card
Lunch Vouchers
Paid Lunch Break
(30 Minutes)
Group Life Insurance
Career Path
& Opportunities to Grow
Coffee, Tea, Hot Chocolate, Fruits
Football Table, Darts, TV
Football & Running Teams
Social Fund (Holiday
Allowance, Glasses Voucher)
Bonus Plans
Company Party
Friendly Atmosphere
Professional Training

About Us

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. NAPBS accredited and based in Irvine, CA, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.
If you would like to join us in accomplishing our mission, please send us your CV in English using “Apply” button below:
Please be advised that your application might be also considered for other positions within HireRight.

 

View all our current vacancies visit: www.hireright.com/emea/careers 

HireRight Katowice received a Manpower ‘Friendly Work Environment’ award.
 
For more information about our company and Katowice office, please be sure to visit us on Facebook - https://www.facebook.com/hirerightPL/

HireRight is an Equal Opportunity Employer

„Zgodnie z art. 24 ust. 1 ustawy z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (Dz. U. z 2002 r., Nr 101, poz. 926 z późn. zm.) informuję, iż administratorem danych osobowych przekazanych przez Panią/Pana dobrowolnie w celu przeprowadzenia rekrutacji jest HireRight Poland Sp. z o.o. z siedzibą w Katowicach przy ul. Uniwersyteckiej 18. Dane osobowe będą udostępnianie tylko i wyłącznie podmiotom upoważnionym na podstawie przepisów prawa. Posiada Pani/Pan prawo dostępu do treści swoich danych oraz ich poprawiania”.

„Jeżeli chcesz, aby po zakończeniu rekrutacji Twoje CV pozostało w bazie danych HireRight Poland Sp. z o.o. z siedzibą w Katowicach przy ul. Uniwersyteckiej 18 w celu wykorzystania w przyszłości, zamieść w swoich dokumentach aplikacyjnych poniższą zgodę.

Wyrażam zgodę na archiwizację i wykorzystywanie w przyszłych procesach rekrutacyjnych mojego CV i innych dokumentów aplikacyjnych, dla potrzeb związanych z ewentualnym przyszłym procesem rekrutacji, zgodnie z ustawą z dnia 29 sierpnia 1997 roku o ochronie danych osobowych (tj.Dz. U. z 2002 r., Nr 101, poz. 926 z późn. zm.).”

About Us

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. NAPBS accredited and based in Irvine, CA, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

IT Operations Support Manager
Location: Katowice

Education:

Bachelor’s degree with a minimum of five years in a manager or leadership role in a Technical Support Department and/or equivalent work experience *Certification and experience in IT operational standards such as ITIL v3 preferred *Industry Certifications and/or proven expertise in Microsoft Operating Systems. 

Experience:

  • 7+ years of experience supporting enterprise software applications and system integrations
  • Prior experience mentoring staff, fostering a team environment, and establishing policies to improve work flow processes and efficiencies.
  • Experience in communicating technical issues and solutions to audiences with varying levels of technical knowledge and understating.
  • Experience successfully leading a technical team to meet objectives
  • Experience interfacing with executive-level management.
  • Experience successfully leading a technical team to meet objectives

 Scope of Impact:

  • Has full responsibility for the operational performance of sub-unit within a function.
  • Provides leadership to team leaders or supervisors.
  • Establishes criteria, formulates projects, and assesses effectiveness for projects with a significant business unit impact.
  • Has responsibility for assigning work, allocating resources, monitoring results, controlling costs and handling staff.
  • Manages the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.

Customer Focus:

  • Establishes and maintains ongoing relationships with key customers.
  • Anticipates and interprets customer needs to identify solutions.
  • Effectively communicates by adjusting communication style to audience.
  • Explains difficult concepts and persuades others to adopt a point of view.
  • Interacts with management both within and outside of work unit on significant matters.
  • Assimilates, synthesizes, discusses, and presents complex or sensitive information for discussion with more senior levels of management.

Strategic Planning:

  • Develops departmental plans, including business, production and/or organizational priorities.
  • Makes decisions - guided by business unit or functional business plans - that impact the support and funding of projects, products, services and/or technologies.
  • Decisions are guided by resource availability and functional objectives.
  • Directs the resolution of complex or unusual technical, operational and organizational problems which may be multi-disciplinary.
  • Issues instructions on standard practices and policy application; follows up to determine compliance.
  • Implements processes to produce desired changes in product line, function, or assigned area of responsibility.

Job Description:

The IT Operations Support Manager will lead our 24/7 team of support engineers providing first class IT service and support to a global user base employing a '"'Follow the Sun"" support strategy. This is a highly-visible, high-impact position, maintaining high levels of customer satisfaction throughout the enterprise. This role is responsible for developing strategy for the desktop support organization, acquiring and allocating technology resources, managing personnel development, and actively participating in the technical support services. Providing excellent customer service to both internal customers on workplace technology items as well as external customers using our API Integrations and issues raised through our Account Management team for resolution.

Responsibilities:

  • Create team vision & strategies and drive direct reports to achieving vision.
  • Manage support staff responsible for all Tier 1, 2 & 3 troubleshooting and maintenance.
  • Address complaints and resolve problems.
  • Ensure proper documentation, notification, escalation, tracking, and follow up of all help desk incidents.
  • Collaborate with IT Management to develop and enforce user system standards and procedures.
  • Analyze Technical Support activity and make recommendations for changes in support procedures and systems.
  • Develop and implement policies, processes and procedures for tracking company assets. Update hardware and software inventory and asset tracking systems and oversee the day-to-day operations for IT Asset Management
  • Manage the deployment, maintenance, support and upgrade of desktop PCs, hardware, software, operating systems and distributed printers to improve efficiency through the organization.
  • Manage 24/7 teams that interact with our global business.
  • Act as a liaison with other departments as necessary to forecast future technology needs
  • Perform ticket tracking, analysis and integrations within Jira Service Desk and perform data validations on discovery tools such as SCCM and other data sources
  • Support and respond to hardware and software maintenance renewals.
  • Coordinate and develop global service and support policies and procedures for support team.
  • Develop, track, and report on key performance measurements including productivity and quality reports for technical support.
  • Ensure timely and accurate handling of trouble tickets with designated SLAs.
  • Prioritize projects for the technical support team on a scheduled and real-time basis, as needed.
  • Maintain work schedules for the technical support team, assuring proper coverage days, nights and weekends.
  • Act as liaison with other teams and departments.
  • Manage the backlog of open cases to ensure customers are receiving frequently accurate updates.
  • Serve as an escalation point for Technical Support team members.
  • Perform and document Root Cause Analysis as needed to resolve or escalate software and deployment issues.

We offer:

  • Private Medical Care
  • Lunch Vouchers
  • Group Life Insurance
  • Coffee, Tea, Hot Chocolate, Fruits
  • Football & Running Teams
  • Bonus Plans
  • Friendly Atmosphere
  • Career Path & Opportunities to Grow
  • Multi-sport / Edenred card
  • Paid Lunch Break (30 Minutes)
  • Football Table, Darts, TV
  • Social Fund (Holiday Allowance, Glasses Voucher)
  • Company Party
  • Professional Training
If you would like to join us in accomplishing our mission, please send us your CV in English using “Apply” button below:

 

View all our current vacancies visit: www.hireright.com/emea/careers 

HireRight Katowice received a Manpower ‘Friendly Work Environment’ award.
 
For more information about our company and Katowice office, please be sure to visit us on Facebook - https://www.facebook.com/hirerightPL/

HireRight is an Equal Opportunity Employer

„Zgodnie z art. 24 ust. 1 ustawy z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (Dz. U. z 2002 r., Nr 101, poz. 926 z późn. zm.) informuję, iż administratorem danych osobowych przekazanych przez Panią/Pana dobrowolnie w celu przeprowadzenia rekrutacji jest HireRight Poland Sp. z o.o. z siedzibą w Katowicach przy ul. Uniwersyteckiej 18. Dane osobowe będą udostępnianie tylko i wyłącznie podmiotom upoważnionym na podstawie przepisów prawa. Posiada Pani/Pan prawo dostępu do treści swoich danych oraz ich poprawiania”.

„Jeżeli chcesz, aby po zakończeniu rekrutacji Twoje CV pozostało w bazie danych HireRight Poland Sp. z o.o. z siedzibą w Katowicach przy ul. Uniwersyteckiej 18 w celu wykorzystania w przyszłości, zamieść w swoich dokumentach aplikacyjnych poniższą zgodę.

Wyrażam zgodę na archiwizację i wykorzystywanie w przyszłych procesach rekrutacyjnych mojego CV i innych dokumentów aplikacyjnych, dla potrzeb związanych z ewentualnym przyszłym procesem rekrutacji, zgodnie z ustawą z dnia 29 sierpnia 1997 roku o ochronie danych osobowych (tj.Dz. U. z 2002 r., Nr 101, poz. 926 z późn. zm.).”

Please be advised that your application might be also considered for other positions within HireRight.

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