IT Support Team Leader

Erecruiter; Województwo pomorskie; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Benefits cafeteria platform

Job summary

Invia x Travelplanet.pl x Wakacje.pl seeks an experienced IT Support Team Leader to own Service Desk operations, lead a team of specialists, and partner with stakeholders to maintain service continuity and drive improvements.

You will work in a hybrid model with an international environment, balancing operational leadership with strategic process optimization to support the company’s travel platforms.

Qualifications

• 4+ years in a Service Desk or similar environment
• At least 1 year in a Team Leader role
• IT troubleshooting across OS, networks, and hardware
• Hands-on experience with Windows, Linux, and macOS
• Experience with KPI tracking and reporting
• Experience with ticketing systems (e.g., Jira, Confluence)
• Excellent communication with stakeholders including Business
• Proactive, organized, and self-reliant
• Good command of English
• Valid category B driving license

Responsibilities

• Lead the Service Desk team, plan, delegate, and monitor tasks
• Ensure high-quality user support and escalate as needed
• Coordinate actions during critical incidents
• Collaborate with IT and business to ensure service continuity
• Monitor KPIs and service quality, provide reports
• Train and mentor team members
• Manage relationships with external vendors
• Document and optimize Service Desk processes
• Ensure compliance with security policies
• Participate in operational meetings and provide improvement recommendations

Skills

IT knowledge

Windows

Linux

macOS

KPIs

Jira

Confluence

English

Driving license

Team leadership

Tools

Jira

Confluence

Job description

Invia x Travelplanet.pl x Wakacje.pl is one of the largest travel groups in Europe. Every year we help more than 6 million people plan their trips. Behind that sit teams in IT, Product, Data, Marketing, HR, Finance, Sales and Customer Experience, who build the tools and services those travelers use. Whichever team you join, your work shows up in how people plan and experience their holidays.

Your next stop:

We are looking for an experienced IT Support Team Leader to take ownership of our Service Desk operations and ensure exceptional technical support across the organization. You will work at the intersection of IT operations and business, leading a team of support specialists and partnering with internal stakeholders and external vendors to maintain service continuity, optimize support processes, and drive measurable improvements in service quality.

Region: pomorskie

What lies ahead on your journey:

• Managing the team, including planning, delegating, and monitoring tasks,
• Ensuring high-quality user support and escalating tickets to higher support tiers when necessary,
• Coordinating the team's actions during critical incidents,
• Collaborating with other IT and business departments to ensure service continuity,
• Monitoring and reporting on Key Performance Indicators (KPIs) and service quality,
• Training, mentoring, and developing the skills of team members,
• Managing relationships with external vendors and ensuring favorable cooperation terms,
• Participating in documenting and optimizing company-wide processes,
• Managing documentation processes and continuously improving Service Desk procedures,
• Ensuring team activities comply with the organization's security policies,
• Participating in operational meetings, preparing reports, and providing recommendations for improvements.

What to pack in your suitcase:

• Minimum of 4 years of experience in a Service Desk or similar environment, including at least 1 year in a Team Leader role,
• Practical IT knowledge, including troubleshooting skills related to operating systems, networks, and hardware,
• Hands-on experience with operating systems such as Microsoft Windows, Linux, and macOS,
• Ability to work with Key Performance Indicators (KPIs), including tracking performance and preparing reports,
• Experience with ticketing and documentation systems (e.g., Jira, Confluence),
• Excellent communication skills and the ability to collaborate effectively with various stakeholders, including the Business side,
• Proactive attitude towards challenges and excellent organizational skills,
• High level of self-reliance, along with strong teamwork skills,
• Ability to work under pressure and effectively manage the team during critical situations,
• Good command of English,
• Valid category B driving license.

Your extra baggage of experience:

• Knowledge of ITIL processes and Service Desk tools,
• Experience in internal systems administration,
• Familiarity with IT security policies and regulatory compliance,
• Practical experience in working with external vendors and optimizing business processes.

What you will find on board:

• A hybrid working model, with a commitment to work from the office at least 3 days per week,
• Opportunities for professional development aligned with current business needs and your individual career goals,
• A benefits cafeteria platform - we do not decide what siuts for you, you can choose from life insurance, a sports card, and lunch and shopping vouchers,
• Cooperation in international environment,
• Access to Audioteka and Pilot WP, helping you balance personal development with moments of relaxation,
• An openness to innovation and AI-powered tools that support our daily work and help us achieve even better results,
• Discounts on our products for you, your family, and friends,
• Comfortable office in convenient location (Gdańsk - Alchemia), along with a friendly and informal atmosphere that encourages collaboration,
• Option to join International educational trips, so you can see the destinations and hotels from our portfolio for yourself,
• A culture built on trust, open communication, feedback, and appreciation (because the best journeys begin with a great team),
• Team where #Explore #Engage #Enjoy build our travel mindset.