Oferta pracy

Service Desk Manager, Next Generation Software Solutions

Bain Global Business Services Center Sp. z o.o.

Bain Global Business Services Center Sp. z o.o.

aleja Jana Chrystiana Szucha 19


Technologies we use


  • SaaS

About the project

The NGSS Service Desk supports users of Next Gen’s software products by ensuring that Service Requests and Incidents are dealt with within agreed timelines, with consistent and courteous service.

The NGSS Service Desk will be responsible for reporting on service performance and driving improvements in service and ticket handling and will ensure ongoing client success with Next Gen software through the quality of support.

The role of Manager, NGSS Service Desk is based in Warsaw so only local candidates or those willing to relocate will be considered further.

Your responsibilities

  • Customer Service Support: Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels

  • Specifies, agrees and applies standards

  • Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analysed, and issues are resolved

  • Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current

  • Problem Management/ Incident Management: Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services

  • Ensures that such problems are fully documented within the relevant reporting system(s)

  • Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures.

  • Analyses patterns and trends

  • Develops, maintains and tests incident management procedures in agreement with service owners. Investigates escalated, non-routine and high-impact incidents to responsible service owners and seeks resolution

  • Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed

  • Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement

  • Analyses metrics and reports on performance of incident management process

  • Service Level Management: Ensures that service delivery meets agreed service levels

  • Creates and maintains a catalogue of available services

  • In consultation with the customer negotiates service level requirements and agrees service levels

  • Diagnoses service delivery problems and initiates actions to maintain or improve levels of service

  • Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency

  • IT Management: Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant policies and procedures are adhered to

  • Schedules and supervises all IT maintenance and installation work. Ensures that operational problems are identified, recorded, monitored and resolved

  • Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current

  • Investigates and manages the adoption of appropriate tools

Our requirements

  • University Degree in Computer Science, Information Technology, or related field

  • ITIL or similar qualification

  • 5 -8 years of working experience

  • Successful track record working on and managing an IT Service Desk or first line customer success team

  • A thorough knowledge of service desk operations and using call logging systems

  • Experience of working with incident, service request and problem management processes

  • Proven ability to work effectively in diverse and distributed teams

  • Experience communicating technical issues with a non-technical audience

  • Excellent interpersonal and collaborative skills, ability to communicate and interact effectively with personnel at all levels throughout the organization

  • Strong analytical and problem solving skills

  • Ability to quickly pick up and apply complex topics

  • Fluency with current and emerging technologies

  • Ability to rapidly absorb and interpret technical information

  • Fuent English

What we offer

  • Employment contract

  • Annual Bonus

  • Flexible working hours

  • Working from home

  • Life Insurance

  • Private medical and dental care package

  • Multisport cards

  • Office wide social events and team buildings

  • Cafeteria with snacks and daily deliveries of fruit and bread

  • Informal dress code

  • Introduction trainings for new hires

  • Co-financing work-related courses

  • Relocation package

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • dental care

  • corporate sports team

  • no dress code

  • coffee / tea

  • drinks

  • leisure zone

  • extra social benefits

  • employee referral program

  • charity initiatives

Bain Global Business Services Center Sp. z o.o.

Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. In 2015, Bain & Company opened the Global Business Services Center in Warsaw, in order to provide the best-in-class internal support, efficiently and professionally, to both leadership and consulting teams in Bain offices across Europe, the Middle East and Africa. Bain is consistently recognized as a Great Place to Work (Glassdoor #1 in 2021).

Bain's Next-Generation Software Solutions (NGSS) team’s mission is to develop and support digital solutions for Bain consultants and clients, so they get to better, faster insights and results.

The team manages software product development, ongoing support, customer success, technical services, and technical operations.

Scroll to the company’s profile