Interim Maintenance Team Lead - Warsaw (Hybrid)

Planet Paymet; Warszawa; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

Planet seeks an Acting Maintenance Team Leader to guide the Maintenance Team, ensure effective ticket ownership, and manage backlog. This temporary role emphasizes coordination, knowledge development, and collaboration with Customer Service and Operations to sustain service continuity.

The ideal candidate displays ownership, strong prioritisation, and clear communication, with a focus on continuous improvement and cross-team teamwork in a hybrid Warsaw office setting.

Qualifications

• Demonstrates strong ownership and accountability.
• Has good organisational and workload-management skills.
• Is confident in prioritising tasks and making day-to-day operational decisions.
• Communicates clearly and professionally with both team members and stakeholders.
• Is comfortable supporting colleagues, sharing knowledge and providing guidance.
• Has a continuous improvement mindset and actively looks for opportunities to simplify and improve processes.
• Can remain calm and organised when managing competing priorities or escalations.
• Has a strong customer focus and understands the importance of delivering accurate and timely outcomes.
• Is comfortable working collaboratively across different teams and functions.
• Is motivated to develop their leadership skills and gain practical experience in a Team Leader role.

Responsibilities

• Provide day-to-day leadership, guidance and operational support to Maintenance Team members.
• Coordinate workload and ensure effective distribution and ownership of Maintenance cases.
• Monitor the Maintenance queue and backlog, ensuring ageing and priority cases receive appropriate attention.
• Support the correct triage and assignment of L1 and L2 Maintenance requests.
• The Maintenance operating model includes dedicated routing and ownership for L1 and L2 cases.
• Monitor team performance and operational priorities, proactively identifying areas requiring additional focus or support.
• Act as a first point of escalation for team members and support the resolution or appropriate escalation of complex cases.
• Support the team with prioritisation during periods of high workload, project activity or reduced capacity.
• Promote knowledge sharing, cross-training and continuous development across the team.
• Cross-training and improved Maintenance knowledge coverage have been identified as important elements of the new operating model.
• Ensure processes and relevant knowledge are appropriately documented and followed.
• Work closely with other Customer Service, Operations and support teams to ensure smooth case ownership and avoid unnecessary handovers.
• Support implementation of process improvements and identify opportunities to make Maintenance activities simpler and more efficient, play key role in digital transformation of the managed team.
• Assist with operational projects, bulk activities and Maintenance-related rollouts where required.
• Provide clear communication to the team regarding operational changes, priorities and new ways of working.
• Support management with operational updates, risks, capacity concerns and emerging issues.
• Encourage a collaborative, accountable and customer-focused environment within the team.

Skills

Ownership & accountability

Workload management

Prioritisation

Communication

Knowledge sharing

Continuous improvement

Team collaboration

Leadership aspiration

Job description

Planet seeks an Acting Maintenance Team Leader to guide the Maintenance Team, ensure effective ticket ownership, and manage backlog. This temporary role emphasizes coordination, knowledge development, and collaboration with Customer Service and Operations to sustain service continuity.

The ideal candidate displays ownership, strong prioritisation, and clear communication, with a focus on continuous improvement and cross-team teamwork in a hybrid Warsaw office setting.