IT Operations Team Coordinator

Netguru; Poznań; On-site; PLN 184,000 - 223,000; Full time

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.

Skills

Polish (C1)

English (B2)

Team leadership

ITIL Foundation

ITSM

Agile

Hardware assets

MacOS & Windows

Education

ITIL Foundation Certificate

Tools

Google Workspace

Azure

O365

Make

Jira

1Password

Slack

Jira SM

Zendesk

Freshdesk

ServiceNow

Job description

Netguru is a trusted partner in digital commerce. The company helps leading brands modernize B2B solutions, marketplaces, and retail ecosystems. Since 2008, it has empowered businesses with cutting-edge technology, AI-powered personalization, and world-class engineering and design teams. A certified B Corporation®, Netguru is trusted by major brands including IKEA, VW, OLX, Delivery Hero, Żabka, Wolt, Careem, and Vinted.

Currently, we are looking for a passionate and proactive Senior IT System Engineer. If you are a proactive problem-solver with a hands-on approach -

Salary:

• up to 16,500 PLN gross (Contract of Employment)
• up to 20,000 PLN nett (B2B Contract)

Tasks & Responsibilities:

• Ownership and subject matter expert for tools such as: Google Workspace, Azure, O365, Make, Jira,1Password, Slack
• Conducting regular meetings with your team members,
• Assigning tasks to them and consulting on their progress,
• Monitoring happiness and atmosphere within the team,
• Gathering, giving and acting on feedback for team members,
• Taking care of their development and helping people get the most out of their potential,
• Planning development budget,
• Executing HR processes: vacation monitoring, being involved in onboarding and offboarding processes, conducting performance reviews, being a key participant in appraisal and salary review process,
• Connecting people with the company’s strategy, NG processes and keeping them up-to-date with the company news.

Additionally, you will be responsible for more operational tasks such as:

• Managing day-to-day operations of the Service Desk Team at Netguru
• Ensuring set KPIs and SLAs are met in order to deliver the best quality of service to internal stakeholders
• Co-creating and monitoring policies and procedures for Service Desk Team
• Handling queries and escalations from stakeholders
• Managing and communicating change in the department and to the organisation
• Monitoring of hardware stock, responsibility of orders and EOL processes
• Resource allocation/scheduling to meet the demands of delivering a service and managing changing priorities and issues
• Anticipating the impact of business decisions on team’s operations and taking appropriate action
• Handling cross-departmental cooperation when dealing with shared responsibility areas.

Requirements

• Very good command of written and spoken Polish (min. C1) and English (min. B2),
• Experience in managing a team of at least 3-5 people,
• Experience with tools such as: Google Workspace, Azure, O365, Make, Jira,1Password, Slack.
• Experience in working in an IT environment (working in an Agile environment is a plus),
• Experience in working with ITSM or similar framework,
• Experience in use of one of the following ITSM tools: Jira SM, Zendesk, Freshdesk, Service Now,
• Experience in managing hardware asset registry for laptops, accessories etc.,
• Experience in working in a fast changing company (e.g. software development organisation),
• ITIL Foundation Certificate,
• Ability to motivate and grow your team,
• Are proactive and a good team player.
• Experience managing macOS and Windows endpoints.

Benefits

Perks & benefits:

• UoP (CoE): Access to the WorkSmile platform offering benefits adapted to your preferences:
• Multisport card,
• Private health insurance package,
• Life insurance,
• And hundreds of other options to choose from 15 categories (shopping, leisure, travel, food, etc.).
• UoP (CoE): PLN 175 monthly lump sum (ryczałt) for remote employees.
• B2B: Discounts on Apple products.
• Various internal initiatives: Team workshops and integration events, webinars, and knowledge sharing sessions.

Here’s what you can expect from the recruitment process:

• First, you’ll meet with one of our recruiters to get to know each other better.
• If everything goes well, you’ll have the opportunity to meet with the Hiring Manager for technical/manager's interview

If you need any disability-related adaptation at any step of the recruitment process - simply let the recruiter know! We'd be happy to help.