Hybrid IT Support Team Lead: Elevate Service Quality

Erecruiter; Województwo pomorskie; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Benefits cafeteria platform

Job summary

Invia x Travelplanet.pl x Wakacje.pl seeks an experienced IT Support Team Leader to own Service Desk operations, lead a team of specialists, and partner with stakeholders to maintain service continuity and drive improvements.

You will work in a hybrid model with an international environment, balancing operational leadership with strategic process optimization to support the company’s travel platforms.

Qualifications

• 4+ years in a Service Desk or similar environment
• At least 1 year in a Team Leader role
• IT troubleshooting across OS, networks, and hardware
• Hands-on experience with Windows, Linux, and macOS
• Experience with KPI tracking and reporting
• Experience with ticketing systems (e.g., Jira, Confluence)
• Excellent communication with stakeholders including Business
• Proactive, organized, and self-reliant
• Good command of English
• Valid category B driving license

Responsibilities

• Lead the Service Desk team, plan, delegate, and monitor tasks
• Ensure high-quality user support and escalate as needed
• Coordinate actions during critical incidents
• Collaborate with IT and business to ensure service continuity
• Monitor KPIs and service quality, provide reports
• Train and mentor team members
• Manage relationships with external vendors
• Document and optimize Service Desk processes
• Ensure compliance with security policies
• Participate in operational meetings and provide improvement recommendations

Skills

IT knowledge

Windows

Linux

macOS

KPIs

Jira

Confluence

English

Driving license

Team leadership

Tools

Jira

Confluence

Job description

Invia x Travelplanet.pl x Wakacje.pl seeks an experienced IT Support Team Leader to own Service Desk operations, lead a team of specialists, and partner with stakeholders to maintain service continuity and drive improvements.

You will work in a hybrid model with an international environment, balancing operational leadership with strategic process optimization to support the company’s travel platforms.