Service Desk Team Lead

At DSV ISS we offer local and global IT positions in a rewarding and challenging environment. DSV Global IT is accountable for the strategy, system architecture, development and day-to-day operation & support for our global infrastructure and business applications. At every IT position at DSV ISS you have a real influence and a chance to produce visible results.

Your responsibilities:

• Lead, mentor, and manage the performance of the service desk team, ensuring effective operations.
• Coordinate daily activities to meet SLAs and KPIs, and oversee ticket handling, prioritization, and escalations.
• Conduct regular team meetings and one-on-one reviews to track performance and provide feedback.
• Oversee the day-to-day operations of the service desk, ensuring efficient handling of all tickets, incidents, and service requests.
• Monitor and analyze service desk metrics, making improvements to processes and workflows.
• Act as the point of escalation for complex issues that cannot be resolved at the service desk level.
• Collaborate closely with IT teams (infrastructure, security, app support) and stakeholders to align services with business needs.
• Participate in cross-functional meetings to provide updates on service desk performance and identify areas for improvement..
• Implement new tools, automation, and processes to improve ticket handling and resolution times.
• Generate (or cooperate with PBI responsible team) regular reports on team performance, ticket metrics, and SLA compliance for management.
• Ensure proper communication of any changes in processes or policies to the team and stakeholders.

Our requirements:

• A Bachelor’s degree in IT, Computer Science, or a related field is preferred, but equivalent experience can be acceptable.
• Proven experience working in a service desk or IT support role.
• Previous leadership experience (e.g., as a team lead, supervisor, or manager in a service desk or helpdesk environment).
• Experience with IT service management (ITSM) tools like ServiceNow, Jira, Zendesk, etc.
• Familiarity with incident, problem, and change management processes (typically following ITIL best practices).
• Strong understanding of IT infrastructure, networking, hardware, and software.
• Experience with remote support tools, ticketing systems, and remote troubleshooting.
• Knowledge of Microsoft 365, Windows, macOS, and other common enterprise tools and platforms.
• Familiarity with Active Directory (AD), network troubleshooting, VPNs, and other IT support tools.
• Excellent communication skills, both written and verbal.
• Strong leadership and people management skills, with a focus on motivating and supporting the team.
• Exceptional problem-solving abilities and the capability to handle escalations and complex issues.
• Ability to work under pressure and manage multiple priorities.
• Excellent customer service skills with a user-centric approach.

Certifications (Preferred but not always required):

• ITIL Certification (IT Infrastructure Library) or similar service management qualifications.
• Relevant technical certifications like CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Leadership or management certifications (such as from PMI or other relevant bodies) can be advantageous.

What we offer:

• Employment contract
• Language courses 
• Buddy
• Comprehensive onboarding program
• Internal training catalogue and e-learning platform
• Culture of feedback
• Internal transition program
• Scandinavian work culture
• Work-life Harmony

MEET US

DSV is one of the leading companies in the TSL industry (Transport, Forwarding, Logistics). Our headquarters are in Denmark. We provide services for thousands of companies around the world.

DSV includes DSV ISS, DSV Road, DSV Air & Sea and DSV Solutions. The Warsaw-based DSV International Shared Services (DSV ISS) company is developing dynamically. Our vision is to act as a DSV Global Competence Center achieving operational excellence through world-class solutions.

We employ over 1,000 fantastic people and this number is constantly growing. We offer the possibility of gaining global experience thanks to cooperation with clients from all over the world. Imagine you have friends from work who live in over 90 countries!

We offer work in such areas as business support, finance, accounting, customs administration, forwarding, transport damage settlement, data analysis and reporting, IT, Compliance and others. We employ both experienced specialists motivated to develop their careers in an international environment as well as young people looking for their first professional experience.

WHY US?

At DSV ISS, you will find everything you need to start your career positively or successfully develop it.

Global Experience

DSV ISS is a strong, global brand that guarantees stability. Working with us is also a truly international experience. Regardless of the position in which you start working at DSV ISS, you will work with people from different countries and use English on a daily basis. It is a fantastic feeling to be part of a global team.

Trust and transparency

We know that a good team, trust and transparency are necessary to be successful and satisfied from work. We value a good atmosphere, support each other, and share all key information so that you fully understand the meaning of your work.

Purpose - perfection

We strive for excellence in everything we do. We have ambitious goals, and we don't give up easily. We are convinced that everyone can become a valued expert.

Development that never ends

We appreciate regular feedback, share knowledge, and learn from each other. We will provide you with a clear career path and assessment process. The best employees participate in the Talent Program or the Manager Program.

Find out more at www.kariera.pl.dsv.com

Nr ref: ISS/GIT/SD/86933/210