Support Team Leader

GGS IT Consulting (Go Global Services); Kraków; On-site; PLN 89,280 - 156,240; Full time

Benefits offered by this job

Sports subscription

Friendly working atmosphere

Friendly working atmosphere in a professional team

Free fruits

Free breakfasts

Job summary

GGS IT Consulting (Go Global Services) is seeking a Support Team Leader to manage a dedicated team working with MS SQL and RPA. In this position, you will build effective relationships with internal and external stakeholders while tackling organizational challenges.

Your role includes ensuring that team goals align with company objectives while maintaining outstanding customer service standards. The work environment is dynamic, with opportunities for professional growth and a friendly, employee-oriented culture.

Qualifications

• Experience in working with team KPIs and SLAs.
• Exceptional understanding of customer service best practices.
• Empathy and the ability to motivate team members.

Responsibilities

• Manage a team of ~6 employees.
• Facilitate collaboration in meetings with stakeholders.
• Analyze SLA performance and suggest improvements.

Skills

Fluency in English (B2+/C1)

Prior customer support experience

Leadership skills

Problem solving skills

Tools

SQL Server

Jira

Zendesk

Job description

• Compensation: PLN 8000 - PLN 14000 - monthly

Company Description

GGS IT Consulting helps organizations eliminate manual processes, streamline workflows, and drive measurable business results through Automation. We collaborate with industry-leading partners to provide high-quality technical services, specifically tailored to purpose-built compensation platforms. Our advanced software technology and proven methodologies accelerate operational efficiency, reduce costs, and enable data-driven decision-making. Companies worldwide trust GGS to transform how they work, unlocking sustainable growth and a competitive edge. Now, you can be part of it!

Job Description

Support Team Leader will be responsible for supporting team members working with MS SQL and RPA. In this role, building effective relationships with the team, business users, and other stakeholders will be crucial. A flexible and committed approach is expected to effectively manage the team in line with our global standards.

You will work in a fast-paced environment, closely collaborating with the Head of Support, Testers, HR, and Implementation teams. Your responsibilities will include delivering business value aligned with organizational needs and ensuring an outstanding customer experience.

Qualifications

Here’s what you get to do:

• Managing and leading a team of ~6 employees
• Working with data analysis and dashboards
• Facilitate effective collaboration in various meetings, catch-ups, and calls with both external and internal stakeholders, as well as team members
• Contributing to company goals
• Motivating team members and assessing performance
• Taking part in hiring and training, and reporting on team performance to keep management updated
• Searching for process/procedure optimization and work improvement of the team
• Meeting company's SLAs while conducting in-depth analyses of SLA performance, providing root cause analysis (RCA), identifying trends, and recommending actions for continuous improvement
• Performing effective people management (one-to-ones, coaching, career development)
• Acting as point of contact for any organisational and client escalations
• Stakeholder management, such as interaction and collaboration with clients from different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers

What we are looking for:

• Fluency in English (B2+/C1)
• Prior customer support experience and exceptional understanding of customer service, and support best practices
• Empathy and open-minded setup
• Knowledge of how to deliver effectively team KPIs
• Driven, self-motivated, and highly flexible team player attitude
• Approach to proactive and independent problem solving
• Experience in working with targets KPIs, SLAs and multiple stakeholders
• Great leadership, coaching and mentoring skills

Nice to have:

• Experience with SQL Server, SSRS and SSIS, Zendesk and Jira applications
• Knowledge of ITIL processes, waterfall methodology

Additional Information

• Opportunities to grow your knowledge within your area of expertise
• Friendly working atmosphere in a professional team
• Employee-oriented working culture
• Possibility to work partly remotely
• Sports subscription
• Small teams
• International projects
• Free fruits
• Free breakfasts