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Service Desk Manager

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • offer expired a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • remote recruitment

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a


Technologies we use


  • PLA

  • Mls

Your responsibilities

  • To lead a team that provides IT Service desk support to users and business partners.

  • To acquire a broad understanding of the process assigned, actively monitor queues, allocate work, handle escalations, manage customer expectations and plan staffing to meet business requirements.

  • Hold a clear understanding of the process PLAs and ensure that they are met.

  • Be able to understand, produce, analyze and interpret MIs.

  • Lead a cohesive team and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to.

  • Lead the recruitment and collaborate with HR function and the vendors.

  • Prepare and streamline the knowledge database for the process.

  • Work towards contact reduction initiatives. Analyze the data and collaborate with support teams to drive reduction.

  • Streamline and standardize process and align it with global model.

  • Regularly conduct performance reviews and 1x1s for the team; efficiently coach the team.

  • Ensure that all the documentation related to the employees are maintained.

  • Strictly follow the standing instructions provided by the manager and complete them in a timely manner.

  • Ensure compliance with audit requirements by performing audit checks in line with the process requirements.

Our requirements

  • Excellent verbal and written communication skills in English. French language is an advantage.

  • Motivate team towards a common goal

  • Quick learner with an ability to share and transfer knowledge.

  • Ability to understand, work with and interpret numeric data.

  • Should have production management skills and be able to initiate process improvements.

  • Good leadership skills; should have prior experience for at least 1 year in a similar role.

  • Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.

  • Should hold a good understanding of the complexities involved in managing a process and team.

  • Good planning, organizing and prioritizing skills.

  • Minimum of 2 years IT Service desk experience or equivalent.

What we offer

  • Opportunity to drive and optimize a Service.

  • Engaging team.

  • Freedom to work and deliver.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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