Global IT Support Manager — Hybrid, Growth & Impact

SmartRecruiters, Inc.; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Private healthcare

Medicover Sport membership

Flat organizational structure

Job summary

GGS IT Consulting is seeking a motivated individual to manage the IT Support Team responsible for supporting global clients and data integration into client platforms. The role focuses on delivering outstanding support, meeting customer needs, and driving continuous process improvements.

You will lead daily operations, monitor performance with KPIs including NPS, manage incidents and escalations, and collaborate with internal teams to resolve client issues. Hybrid work arrangement offered.

Qualifications

• 3+ years in a leadership or managerial role, preferably in IT Support.
• Strong knowledge of IT and available technologies.
• Experience with Incident & Escalation Management.
• Excellent analytical and problem-solving skills.
• Structured, solution-oriented approach under pressure.
• Experience in Customer & Stakeholder Management.
• Minimum C1 level of Polish and English.

Responsibilities

• Lead and manage the daily operations and performance of the IT Support Team.
• Ensure high-quality support and customer satisfaction for global clients.
• Monitor team performance using KPIs and customer satisfaction metrics (NPS).
• Handle incidents, escalations and communications with key stakeholders.
• Develop and continuously improve support processes, procedures and standards.
• Identify opportunities to improve team efficiency and service quality.
• Collaborate with internal teams to resolve client issues.

Skills

Leadership

IT Support

Incidents & Escalations

Customer Management

Polish & English (C1)

MS SQL Server

Tools

MS SQL Server

Job description

GGS IT Consulting is seeking a motivated individual to manage the IT Support Team responsible for supporting global clients and data integration into client platforms. The role focuses on delivering outstanding support, meeting customer needs, and driving continuous process improvements.

You will lead daily operations, monitor performance with KPIs including NPS, manage incidents and escalations, and collaborate with internal teams to resolve client issues. Hybrid work arrangement offered.