IT Support Manager
On-siteKraków, Lesser Poland, Poland
Job Summary
Manage the daily work of the support team, organizing customer service operations and supervising all support processes and standards. Create communication management protocols to ensure stakeholders receive required updates and implement enhancements to improve team efficiency. Lead performance management for the support team while working against KPIs and customer assessment scores such as NPS. Support global business clients and data integration into the client's platform, collaborate with departments to understand requirements, and control optimal customer satisfaction levels. Establish and maintain support procedures based on established standards.
Required Qualifications
- 3+ years in a leadership or managerial role
- IT knowledge, understanding of available technology
- Customer service approach
- Incident & Escalation Management
- Analytical & Problem-Solving Skills
- Structured and solution-oriented way of working, even under pressure
- Customer & Stakeholder Management
- Minimum knowledge of Polish C1 and English C1
Desired Qualifications
- Knowledge of the MS SQL Server will be a plus
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