Global IT Service Desk Shift Lead - Kraków

Hitachi Vantara; 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 in Kraków. You will lead a team delivering Level 1 IT support across phone, chat, and ticketing channels, coordinating with global stakeholders to ensure rapid incident resolution and high customer satisfaction.

You will drive process improvements, monitor service levels, and foster a customer-focused culture while developing the team in a fast-paced, multinational environment.

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

Team leadership

Customer service

Incident management

Communication

Stakeholder management

Process improvement

Global teamwork

Job description

Hitachi Vantara is seeking a Shift Lead for the Global IT Service Desk in Kraków. You will lead a team delivering Level 1 IT support across phone, chat, and ticketing channels, coordinating with global stakeholders to ensure rapid incident resolution and high customer satisfaction.

You will drive process improvements, monitor service levels, and foster a customer-focused culture while developing the team in a fast-paced, multinational environment.