Global IT Service Desk Shift Lead

Hitachi, Ltd.; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

Hitachi Vantara is seeking a Shift Lead, Global IT Service Desk in Kraków to lead a team of Service Desk Technicians supporting employees around the world. You will oversee incident handling, service quality, and workforce engagement.

Reporting to the Global Service Desk Manager, Employee Support, you will drive process improvements and collaborate with IT and business stakeholders across regions, delivering reliable, customer-focused IT support.

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

Customer service

Incident management

Communication

Stakeholder management

Job description

Hitachi Vantara is seeking a Shift Lead, Global IT Service Desk in Kraków to lead a team of Service Desk Technicians supporting employees around the world. You will oversee incident handling, service quality, and workforce engagement.

Reporting to the Global Service Desk Manager, Employee Support, you will drive process improvements and collaborate with IT and business stakeholders across regions, delivering reliable, customer-focused IT support.