Supervisor Service Desk - Portuguese

Diebold Nixdorf, Incorporated; Poland; Hybrid; PLN 110,000 - 189,000; Full time

Job summary

Diebold Nixdorf in Warsaw is seeking an experienced Supervisor Service Desk with Portuguese to lead a dedicated Service Desk Support team and deliver exceptional customer experiences. You will provide day-to-day leadership, coaching, and operational oversight while ensuring requests are handled efficiently, accurately, and professionally.

The role is based in Warsaw and is hybrid, with focus on frontline supervision, ticket handling, and customer satisfaction across calls, chats, and emails.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Typically 4–5 years of experience in Service Desk Support or related environment.
• Experience leading, supervising, coaching, or mentoring a team preferred.
• Fluent business English, both written and spoken.
• Portuguese language preferred.
• Strong customer service, communication, problem solving and organizational skills.
• Ability to prioritize and make sound decisions in a fast-paced service environment.

Responsibilities

• Provide frontline leadership, supervision, coaching, and guidance to the Service Desk team.
• Oversee daily activities; ensure work is completed accurately and on time.
• Assign tasks, set priorities, monitor progress, and adjust to maintain high service levels.
• Support customers with service requests via tickets, calls, emails, and chat.
• Assist customers with orders and update on status, changes, and returns.
• Address questions, comments, and complaints related to products.
• Perform technical and administrative tasks per guidelines as needed.
• Ensure compliance with Service Desk and company standards.
• Train and develop team members; provide ongoing guidance and support.
• Monitor performance against goals and address issues proactively.

Skills

Leadership

Coaching

Customer service

English (business)

Portuguese language

Problem solving

Communication

Education

Bachelor’s degree

Job description

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

We are looking for an experienced Supervisor Service Desk with Portuguese to lead our Service Desk Support team and help deliver an exceptional customer experience. In this role, you will provide day-to-day leadership, coaching, and operational oversight while ensuring customer requests are handled efficiently, accurately, and professionally.

You will play a key role in supporting the team, driving performance, and maintaining high standards of service across customer interactions, including trouble tickets, calls, emails, and chat.

The role is based in Warsaw and it is hybrid.

• Provide frontline leadership, supervision, coaching, and guidance to the Service Desk team.
• Oversee daily team activities and ensure work is completed accurately, efficiently, and within established deadlines.
• Assign tasks, set priorities, monitor progress, and make adjustments to maintain high levels of customer service.
• Support customers with service requests, including trouble tickets, calls, emails, and chat inquiries.
• Assist customers with orders and provide information regarding order status, changes, and returns.
• Address customer questions, comments, and complaints related to products.
• Perform technical and administrative tasks within established operational guidelines when required.
• Ensure compliance with Service Desk and company standards, policies, and procedures.
• Train and develop team members, providing ongoing guidance and support to help them succeed.
• Monitor and evaluate team performance against operational goals and key transactional success measures.
• Identify and address issues proactively, escalating complex matters to higher-level management when appropriate.
• Contribute to a positive, collaborative team environment focused on continuous improvement and customer satisfaction.

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Typically 4–5 years of experience in Service Desk Support or a related customer support environment.
• Previous experience leading, supervising, coaching, or mentoring a team is preferred.
• Fluent business English skills, both written and spoken.
• Portuguese language preferred.
• Strong customer service, communication, problem-solving, and organizational skills.
• Ability to prioritize effectively and make sound decisions in a fast-paced service environment.

Pay Transparency Statement

The monthly base salary range for this position is 9,900 PLN Gross to 16,900 PLN Gross.
Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Higher range is directly connected to the Portuguese language skills. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

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