Service Desk Shift Lead

Hitachi Automotive Systems Americas, Inc.; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

Hitachi Vantara in Kraków is seeking a Service Desk Shift Lead to guide a global IT service desk team. You will oversee phone, chat, and ticketing support, drive incidents to resolution, and maintain service levels with a customer-first mindset.

The role reports to the Global Service Desk Manager, Employee Support, and offers a fast-paced, collaborative environment across multiple regions. Prior IT service desk leadership and strong stakeholder management are essential.

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.

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

Continual improvement

Job description

## Service Desk Shift LeadApply: Hybrid: Krakow, Lesser Poland, Poland: Full time: Posted Today: R0142687**Function**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.# **Job description**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 developmentThis 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.