Service Desk Shift Lead

Hitachi Vantara; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

Hitachi Vantara is seeking a Shift Lead for the Global IT Service Desk in Kraków. You will lead a team delivering Level 1 IT support across phone, chat, and ticketing channels, coordinating with global stakeholders to ensure rapid incident resolution and high customer satisfaction.

You will drive process improvements, monitor service levels, and foster a customer-focused culture while developing the team in a fast-paced, multinational environment.

Qualifications

• Experience leading an IT Service Desk or technical support team.
• Strong customer service and incident management skills.
• Ability to work in a fast-paced global environment.
• Excellent communication and stakeholder management skills.
• Passion for continuous improvement and team development.

Responsibilities

• Lead and support a team of IT Service Desk professionals in Kraków.
• Ensure high-quality IT support through phone, chat, and ticketing channels.
• Manage critical incidents and provide Level 1 technical support.
• Monitor service levels and ensure employee satisfaction.
• Drive continuous improvement of service desk processes and performance.
• Promote a customer-focused and service-oriented culture.
• Collaborate with IT, Operations, and business stakeholders worldwide.

Skills

Team leadership

Customer service

Incident management

Communication

Stakeholder management

Process improvement

Global teamwork

Job description

Our Company We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers - from banks to theme parks - can focus on achieving the incredible with data. If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate - and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team - and who get excited about making a real-world impact with data.

Location: Krakow, Poland

Function: (DEAI HV) IT

Our Company We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers - from banks to theme parks - can focus on achieving the incredible with data. If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate - and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team - and who get excited about making a real-world impact with data. Hitachi Vantara is looking for a Shift Lead, Global IT Service Desk to lead a team of Service Desk Technicians supporting employees across the globe.

Key Responsibilities

• Lead and support a team of IT Service Desk professionals in Kraków.
• Ensure high-quality IT support through phone, chat, and ticketing channels.
• Manage critical incidents and provide Level 1 technical support.
• Monitor service levels and ensure employee satisfaction.
• Drive continuous improvement of service desk processes and performance.
• Promote a customer-focused and service-oriented culture.
• Collaborate with IT, Operations, and business stakeholders worldwide.

Requirements

• Experience leading an IT Service Desk or technical support team.
• Strong customer service and incident management skills.
• Ability to work in a fast-paced global environment.
• Excellent communication and stakeholder management skills.
• Passion for continuous improvement and team development

This position reports to the Global Service Desk Manager, Employee Support and offers the opportunity to play a key role in supporting Hitachi Vantara's global workforce.

About Us

We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How We Look After You

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.