IT Service Desk Manager

Grant Thornton Global Delivery Center Poland; Poznań; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Private medical care

MultiSport benefit

Learning & certification programs

Job summary

Grant Thornton Global Delivery Center Poland in Poznań seeks a Service Desk Operations Lead to run day-to-day follow-the-sun support for end users across multiple time zones and to monitor metrics such as ticket resolution times, SLA/OLA adherence, backlog, and first-contact resolution.

You will mentor service desk leads and analysts, foster collaboration and continuous improvement, and partner with IT and business leaders to enhance user experience and drive self-service adoption.

Qualifications

• Experience leading a service desk or IT support team.
• Ability to analyze performance metrics and drive improvements.
• Strong collaboration with IT and business stakeholders.

Responsibilities

• Lead day-to-day follow-the-sun Service Desk operations across time zones.
• Monitor performance metrics (ticket resolution times, SLA/OLA, backlog, first-contact resolution, CSAT).
• Identify trends, root causes, and drive process improvements.
• Oversee incident, request, and knowledge management within the ITSM platform.
• Mentor and develop Service Desk leads, senior agents, and analysts.

Skills

IT leadership

Performance analytics

Stakeholder management

Process improvement

Tools

ServiceNow

Job description

Service Desk Operations & Performance Management

• Lead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zones
• Monitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction
• Identify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service quality
• Ensure consistent service delivery aligned to defined SLAs, OLAs, and business expectations
• Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support

People Leadership & Team Development

• Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations
• Foster a culture of collaboration, accountability, continuous improvement, and customer-centricity
• Manage workforce planning, scheduling, performance management, and career development
• Drive employee engagement and retention in a high-volume, customer-facing support environment

Customer Experience & Stakeholder Partnership

• Act as the primary escalation point for Service Desk-related issues and service disruptions
• Partner with senior IT and business leaders to understand user needs and improve service outcomesChampion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoption
• Communicate service performance, trends, risks, and improvement plans to leadership and key stakeholders

Security, Compliance & Cross-Functional Collaboration

• Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availability
• Ensure Service Desk processes support access controls, identity management, and compliance requirements
• Participate in audits, risk assessments, and incident response activities as required

Continuous Improvement & Service Maturity

• Drive ITIL-aligned best practices and standard operating procedures across the Service Desk
• Lead initiatives to reduce repeat incidents, shift-left support, and improve first-contact resolution
• Mature knowledge management to enable consistent, scalable, and self-service-driven support
• Support service transitions for new technologies, tools, acquisitions, and organizational changes

Technology & Tooling

• Own and optimize the Service Desk tooling ecosystem (e.g., ServiceNow) in partnership with platform teams
• Leverage automation, workflow optimization, and analytics to modernize support delivery
• Ensure effective integration with endpoint management, asset management, and monitoring systems
• Experience supporting both Windows and Mac platforms

What we offer:

• Hybrid working model (2 days in the office and 3 days working remotely)
• Stable employment with an employment contract, private medical care, and a benefits package including MultiSport and a benefits platform
• Opportunity to work in an international environment and collaborate with experienced Grant Thornton experts and professionals from around the world
• A culture based on teamwork, trust, and knowledge sharing
• A well-structured onboarding program to support a smooth start and successful integration into your new role
• Clear career development paths and access to learning and certification programs
• Access to training platforms and tools that support professional growth
• An inclusive workplace that welcomes people with disabilities
• A modern office in Poznań, located in Malta Office Park