IT Operations & Service Desk Lead

Netguru

Poznań

On-site

PLN 184,000 - 223,000

Full time

12 days ago

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Benefits offered by this job

Multisport card

Private health insurance

Life insurance

Remote work allowance PLN 175 monthly

Apple discounts (B2B)

Team workshops & events

Job summary

Netguru is seeking a Senior IT System Engineer to lead the Service Desk Team as the SME for Google Workspace, Azure, O365, Make, Jira, 1Password and Slack. You will oversee day-to-day operations and ensure KPIs and SLAs are met, while guiding team development and performance reviews.

You’ll also manage budgets, onboarding/offboarding and ITSM processes, connecting staff with the company’s strategy and NG processes in a fast-changing software company, ensuring high service quality for internal

Qualifications

Polish language at C1 and English at B2 required.
Experience leading a team of 3–5 people.
Hands-on IT environment experience, Agile is a plus.
Experience with ITSM tools (Jira SM, Zendesk, Freshdesk, ServiceNow).
Experience managing hardware assets (laptops, accessories).
Familiar with Google Workspace, Azure, O365, Jira, Slack, and security tools.

Responsibilities

Own and lead the Service Desk Team operations and KPIs.
Conduct regular team meetings and assign/track tasks.
Maintain team happiness and provide feedback & development support.
Plan development budget and participate in HR processes (onboarding, appraisals).
Coordinate change management and cross-department collaboration.
Monitor hardware stock and asset lifecycle; manage vendor relations.