Global IT Service Desk Shift Lead

Hitachi Automotive Systems Americas, Inc.; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

Hitachi Vantara is seeking a Shift Lead for the Global IT Service Desk to lead a team of service desk technicians supporting employees worldwide, based in Kraków. The role focuses on delivering high-quality IT support across phone, chat, and ticketing channels, with emphasis on incident management and customer satisfaction.

You will report to the Global Service Desk Manager, Employee Support, and play a key role in supporting Hitachi Vantara's global workforce, driving process improvements and

Qualifications

• Experience leading an IT Service Desk or technical support team.
• Strong customer service and incident management skills.
• Ability to work in a fast-paced global environment.
• Excellent communication and stakeholder management skills.
• Passion for continuous improvement and team development.

Responsibilities

• Lead and support a team of IT Service Desk professionals in Kraków.
• Ensure high-quality IT support through phone, chat, and ticketing channels.
• Manage critical incidents and provide Level 1 technical support.
• Monitor service levels and ensure employee satisfaction.
• Drive continuous improvement of service desk processes and performance.
• Promote a customer-focused and service-oriented culture.
• Collaborate with IT, Operations, and business stakeholders worldwide.

Skills

IT Service Desk leadership

Customer service

Incident management

Communication

Stakeholder management

Job description

Hitachi Vantara is seeking a Shift Lead for the Global IT Service Desk to lead a team of service desk technicians supporting employees worldwide, based in Kraków. The role focuses on delivering high-quality IT support across phone, chat, and ticketing channels, with emphasis on incident management and customer satisfaction.

You will report to the Global Service Desk Manager, Employee Support, and play a key role in supporting Hitachi Vantara's global workforce, driving process improvements and