IT Team Leader

Key responsibilities

• EIS Collaboration: Work collaboratively with the Leadership Team, Service Managers, Cluster Leads and Account Team to drive BAU services successfully via metric based management.
• Service Delivery Management: Responsible for the account's Operational Excellence performance, working with the Account Service Lead to oversee all aspects of Deskside Support Services, Local Commodity Services and Local Bespoke Services.
• Client Relationship Management: Responsible for the continual improvement of client satisfaction.
• Internal Management: Leads all engineers throughout Europe by coaching, identifying development opportunities, self-training, professional development actions required to improve delivery.
• Governance, Policy and Process Management: Ensures adherence to the defined governance model and oversees reviews to account specific policies and procedures, updating to reflect any changes in process, scope or technology as necessary. Advocates the use of standard offerings, escalating where non-compliance is identified.
• Risk Issues & Opportunities Management: Works with the Account Service Lead to ensure management of Operational Risks, Issues and Opportunities against GIS delivered services. Drives the conversion of risks into opportunities to minimize issues across the account.
• Proactive Continuous Improvement: Actively work with EIS and Account Service Lead to drive proactive continuous improvement via the Continuous Service Improvement Programme (CSIP) by successfully executing all identified initiatives.
• Service Review Meetings: Oversee the production of monthly reports which underpin the monthly service review meetings, adding commentary and presenting at each meeting.
• Finance: Receive and respond regarding all overtime requests, ensuring the appropriate approvals have been received.
• Availability: Manage all aspects of planned and unplanned absences, arranging appropriate cover as required to maintain service continuity.
• Onboarding: Oversee the onboarding and integration of new engineers which includes the provision of tools and accounts and coordinating knowledge transfer.
• Ticket Management: Routinely monitor and validate the quality of tickets and updates in Remedy, educating and addressing any instances of non-compliance as necessary.

Key Attributes

• 4+ years leadership and management experience
• ITIL Foundation v3
• Strong client management skills with a track record of developing client relationships and the ability to develop lasting and trusting relationships
• Strong ability to quickly build rapport with multi divisional staff to achieve desired outcomes
• Strong communication skills to communicate with clients, support personnel and management
• Strong creative thinking, problem solving, planning, time-management and organization skills to balance and prioritise work
• Proactive "can do" approach to tasks with the ability to identify, discuss and propose solutions to problems/ issues
• Strong oral and written communication skills
• Strong organisational skills, complies with and enforces standard policies and procedures. Suggests areas for improvement in all processes along with possible solutions
• Ability to lead and work in a team environment

Offer

• Stable job based on diffrent forms of contract
• Access to education platform with over 3000 different IT trainings
• Private medical insurance (Medicover) and Multisport card
• Professional development opportunities
• The pleasant atmosphere in an ambitious and professional team
• Employers in Poland with people from all around the world