IT Support Manager/IT Support Lead

TN Poland; Katowice; On-site; EUR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a technically skilled IT Support Manager to lead first and second-line support in Poland. This role involves managing IT support delivery, ensuring excellent service to internal users, and collaborating with global teams. The ideal candidate will possess strong leadership, communication, and technical skills, with a customer service-oriented mindset. Join this dynamic environment where your contributions will significantly impact the efficiency of IT operations and support for a diverse range of users.

Benefits

Private Medical Care

Employee Assistance Program

Cafeteria System

Leisure Zones

Qualifications

• Experience in IT support management, ideally in a business services environment.
• Strong technical background with hands-on skills for troubleshooting.

Responsibilities

• Manage local IT support teams and ensure adherence to ITIL standards.
• Collaborate with global IT support to implement policies and standards.

Skills

IT Support Management

Technical Support

Leadership Skills

Analytical Skills

Customer Service Orientation

Problem-Solving Skills

Communication Skills

Tools

ServiceNow

Microsoft Stack

Google Workspace

M365

Intune

Networking

Active Directory (AD)

Job description

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IT Support Manager/IT Support Lead, Katowice

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Job Category:

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EU work permit required:

Yes

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Job Reference:

37d34e2b55bd

Job Views:

3

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Description

At Keywords, we are passionate about games, technology, and media, creating a global services platform for video games and beyond. Our goal is to be the leading provider of technical services.

We support content creators and publishers throughout the lifecycle of interactive content, enabling them to focus on creating engaging experiences.

We are seeking a technically skilled and experienced IT Support Manager to oversee first and second-line support in Poland.

The successful candidate will manage IT support delivery across our locations, collaborating with other Support Managers, ensuring efficient and effective service to internal users.

This role is ideal for an experienced IT Support Lead or Manager with strong technical, communication, and leadership skills, eager to make an impact in a fast-paced environment.

Requirements

• Fluent in English and Polish; German is a plus
• Strong technical background in IT, supporting end-user infrastructure, applications, and services
• Experience in a business services environment, ideally in video game development or technical environments
• Excellent leadership and team development skills
• Knowledge of support operations, ServiceNow, Microsoft Stack, networking, AD, M365, Intune
• Google Workspace experience is a plus
• Ability to explain complex systems simply
• Effective communication and interpersonal skills
• Strong analytical and problem-solving skills
• Customer service-oriented mindset
• Hands-on technical skills for involvement as needed

Duties and Responsibilities

• Manage and develop local IT support teams, ensuring training and adherence to ITIL standards
• Ensure support SLAs are met, providing excellent user experience
• Collaborate with global IT support to implement policies and standards
• Manage IT projects related to infrastructure, software, and hardware
• Report on support metrics and trends for continuous improvement
• Maintain high standards for IT assets in local offices
• Manage relationships with suppliers and partners
• Provide progress reports to senior management
• Ensure compliance with relevant regulations and legislation
• Promote a culture of innovation and continuous learning

Additional Benefits:

• Private Medical Care
• Employee Assistance Program
• Cafeteria System
• Leisure Zones

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