IT Support Manager
Support
IT Support Manager
Warszawa
Type of work
Undetermined
Experience
Mid
Employment Type
B2B
Operating mode
Office
Tech stack
Ticketing tools
Problem Solving
API
Escalation management
Zendesk
Bitbucket
OKRs
Job description
Online interview
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!
- Your application
- Interview - initial screening (~40 mins)
- Online meeting with the HR, Head of Product & CIO (~60 mins)
- Offer
- Online Intro call with your future team
- Onboarding
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