IT Support Manager

Support

Gdański Business Center, Warszawa

Rentals United

Undetermined

B2B

Mid

Office

3 030 - 5 360 USD

Net per month - B2B

Tech stack

Ticketing tools

advanced

Problem Solving

advanced

API

regular

Escalation management

regular

Zendesk

regular

Bitbucket

regular

OKRs

junior

Job description

Rentals United: The Channel Manager. Advanced distribution platform for professional short-term rental property managers (with 10+ rentals) looking to advertise on worldwide booking channels.

We are looking for an enthusiastic professional Manager who thrives in a dynamic start-up environment. If you're passionate about technology, come work with us! Join our multicultural and international team to discover how your day to day responsibilities can have a real impact on the business.

IT Support Manager at Rentals United works with the IT & API Support team (L2) alongside with CIO, Product Owners and Developers to contribute to developing the SaaS platform.

As a future Manager of the L2 Support Team you will share the following tasks:

A. Technical:

Act as a subject matter expert, providing technical input into projects across the business
Ensuring the Support process run smoothly
Manage and implement 'best practices' regarding types of issues and procedures (e.g. create suitable frameworks)
Resolution and overall ownership of assigned to L2 IT tickets
Supporting knowledge management across teams (L1 Support, Product Team and Developers resolving technical issues)

B. Operational:

Lead a team by example to achieve SLAs
Support Rentals United partners and users
Work with OKRs (e.g. taking part in OKR Management Meetings and assuring that the team is working to achieve the results)
Seek opportunities to improve the performance of the team
Collaborate on HR processes in accordance with company policies (e.g. taking part in the recruitment process)
Set KPIs for the IT & API team to deliver value both for business & people
Engage with the support team to ensure that the team have the right tools, skills and processes to deliver a service as good as the product
Ad hoc initiatives and projects based on everyday experience to avoid future incidents
Make sure issues are being identified and resolved in a timely manner
Communicate within the international team of Rentals United and work closely with business partners

C. Leadership:

Act as a role model and an escalation point for the team
Development of the team through coaching and training and regular 121s and team meetings
Demonstrate relevant company values and behaviours

Who you are:

a professional manager and experienced team leader
very good command of English (B2+), Spanish would be an advantage
great communication and interpersonal skills
demonstrable relationship management
able to explain and communicate highly technical and complex IT issues to non-technical people
creative, assertive and pays attention to detail
can-do & problem-solving attitude
nice to have: in-depth API knowledge, SaaS experience
professional goals and inner motivation to grow as a manager
previous experience in a similar role (support team, manager role)

We offer:

a chance to know innovative solutions in the travel industry at SaaS company
start-up-like atmosphere
possibility to grow within the team to become an expert
computer, comfortable office chairs and additional computer monitor to make your work environment the most convenient (both in the office and at home)
modern office located near Gdański Metro Station with the possibility to work fully-remotely - you can check out the Warsaw-based office address here
understanding approach to your needs
possibility of raising qualifications
online recruitment and onboarding
possibility to join private healthcare package
long term cooperation

Details:

Type of contract: B2B & full-time position
Remote work: yes
Contract duration: permanent
Office hours: 7-15 / 10 - 18 / 14 - 22
Benefits: Pluralsight courses, Multisport, health insurance/medical package financial support

Our recruitment process is fast & smooth - we respect your time as much as our clients!