IT Support Manager

SmartRecruiters, Inc.; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Private healthcare

Medicover Sport membership

Flat organizational structure

Job summary

GGS IT Consulting is seeking a motivated individual to manage the IT Support Team responsible for supporting global clients and data integration into client platforms. The role focuses on delivering outstanding support, meeting customer needs, and driving continuous process improvements.

You will lead daily operations, monitor performance with KPIs including NPS, manage incidents and escalations, and collaborate with internal teams to resolve client issues. Hybrid work arrangement offered.

Qualifications

• 3+ years in a leadership or managerial role, preferably in IT Support.
• Strong knowledge of IT and available technologies.
• Experience with Incident & Escalation Management.
• Excellent analytical and problem-solving skills.
• Structured, solution-oriented approach under pressure.
• Experience in Customer & Stakeholder Management.
• Minimum C1 level of Polish and English.

Responsibilities

• Lead and manage the daily operations and performance of the IT Support Team.
• Ensure high-quality support and customer satisfaction for global clients.
• Monitor team performance using KPIs and customer satisfaction metrics (NPS).
• Handle incidents, escalations and communications with key stakeholders.
• Develop and continuously improve support processes, procedures and standards.
• Identify opportunities to improve team efficiency and service quality.
• Collaborate with internal teams to resolve client issues.

Skills

Leadership

IT Support

Incidents & Escalations

Customer Management

Polish & English (C1)

MS SQL Server

Tools

MS SQL Server

Job description

GGS IT Consulting helps organizations eliminate manual processes, streamline workflows, and drive measurable business results through Automation. We collaborate with industry-leading partners to provide high-quality technical services, specifically tailored to purpose-built compensation platforms. Our advanced software technology and proven methodologies accelerate operational efficiency, reduce costs, and enable data-driven decision-making. Companies worldwide trust GGS to transform how they work, unlocking sustainable growth and a competitive edge.

Now, you can be part of it!

We are looking for a very motivated and self-driven individual to manage our IT Support Team. The team is responsible for supporting global business clients and data integration into the client’s platform.

The Support Manager's role is to ensure a business' customers receive outstanding support and that all their needs are met.

Job Description

What will you do?

Lead and manage the daily operations and performance of the IT Support Team.

Ensure high-quality support and customer satisfaction for global clients.

Monitor team performance using KPIs and customer satisfaction metrics, including NPS.

Manage incidents, escalations and communication with key stakeholders.

Develop and continuously improve support processes, procedures and standards.

Identify opportunities to improve team efficiency and service quality.

Collaborate with internal teams and business users to resolve issues and support client needs.

Qualifications

3+ years of experience in a leadership or managerial role, preferably within IT Support or a similar environment.

Good knowledge of IT and an understanding of available technologies.

Experience with Incident & Escalation Management.

Strong analytical and problem-solving skills.

Structured, solution-oriented approach, including the ability to work effectively under pressure.

Experience in Customer & Stakeholder Management.

Minimum C1 level of Polish and English.

Knowledge of MS SQL Server will be an asset.

Additional Information

What we offer

Hybrid working model: 2 days from the office and3 days remotely per week.

Private healthcare provided by Signal Iduna.

Medicover Sport membership.

Opportunities to develop your knowledge and skills within your area of expertise.

Employee-oriented working culture and a friendly, professional team.

Small project teams and a flat organizational structure.

Opportunity to work on international projects.

A collaborative environment where your ideas and improvements can have a real impact.