IT Service Desk Team Leader

About the Role:

As the IT Service Desk Team Leader, you will be responsible for managing the day-to-day operations of our IT Service Desk, ensuring that both internal and external customers receive top-notch support. You will play a crucial role in supervising the team, driving performance, and fostering a positive, engaging work environment. Your goal will be to deliver an outstanding customer experience, aligned with our Service Level Agreements (SLAs), while championing service excellence across all functions of the Service Desk.

Key Responsibilities:

• Team Leadership: Supervise and manage the performance and workload of the IT Service Desk team, ensuring optimal service delivery.
• Customer Satisfaction: Proactively manage customer feedback, escalations, and incidents to ensure high levels of satisfaction.
• Performance Management: Oversee management reporting, shift rotas, and ensure legal compliance. Coach, mentor, and motivate team members to achieve their full potential.
• Continuous Improvement: Drive service improvements through analysis of Customer Satisfaction surveys, quality assurance, and process development.
• Strategic Contribution: Contribute to the strategic direction of the Service Desk and represent it within IT Services and the wider business.
• Incident Management: Handle Major and Significant Incident Management to minimize disruptions and ensure quick resolutions.
• Training & Development: Ensure ongoing training, skills refresh, and coaching to maintain a high standard of service and adapt to evolving technologies.
• IT Security: Adhere to IT security standards, ensuring appropriate control and governance across all activities.

Key Skills and Experience:

• Minimum of 2 years' experience managing an IT Service Desk.
• Excellent customer service skills, with a strong desire to exceed customer expectations.
• Proven experience in preparing detailed management reports and working with Service Levels and KPIs.
• Strong people management skills, with experience in coaching, mentoring, and team motivation.
• Familiarity with ITIL v3 and/or v4 frameworks (Foundation certification is a plus).
• Ability to work effectively under pressure and manage multiple priorities.
• Fluent in both Polish and English, with excellent verbal and written communication skills.

Key Behaviors:

• Initiative: Proactively identify and resolve issues, taking ownership of problems and opportunities.
• Independence: Demonstrate self-motivation, effective time management, and the ability to work autonomously.
• Confidence: Show self-belief and capability to deliver in the role.
• Team Player: Foster a cooperative and supportive team environment, adapting to the needs of others.
• Adaptability: Thrive in changing environments, embracing additional roles and responsibilities with flexibility.
• Integrity: Uphold professional standards and show commitment to our company’s vision and values.
• Inspiration: Encourage and support team members to develop and reach their full potential.
• Customer Focus: Prioritize customer needs, providing the highest standard of service at all times.

Languages:

Candidates must have excellent written and spoken English.

Why Join Us?

At Bibby, we believe in creating an environment where our employees can excel and enjoy their work. We offer a supportive and dynamic workplace, with opportunities for personal and professional growth. Join us in leading a team dedicated to delivering exceptional IT service and making a real impact on our business.

As our IT Service Desk Team Leader , we will reward you with:

• Opportunities for growth and development through coaching and mentoring programmes,
• Private medical care,
• Permanent contract of employment (after 3 months trial period),
• Hybrid working model (1 day from office, 4 days remote) with great office location close to West Railway Station, Warsaw
• Benefit package – Multisport card, life insurance, language lessons