ITSM Lead

21800-26500 PLN miesięcznie (B2B)

Infolet sp. z o.o.

Czym będziesz się zajmować?

You will:
  • Manage and lead a team of L1, L2, and L3 Support Technicians ensuring high-quality service delivery and adherence to SLAs
  • Develop and implement IT service management strategies, policies, and procedures in collaboration with the service partner to optimize service operations
  • Coordinate with the service partners to ensure effective resource allocation, workload management, and staffing levels to meet service-level targets
  • Monitor and report on key performance indicators (KPIs) related to incident management, problem management, and service desk operations
  • Collaborate with internal stakeholders and the service partner to identify areas for service improvement and implement process enhancements
  • Provide guidance and support, including coaching, training, and performance management
  • Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication
  • Conduct regular meetings and performance reviews with the service partner to address issues, track progress, and foster a collaborative working relationship
  • Stay up-to-date with industry trends and best practices in IT service management and leverage that knowledge to drive continuous improvement

Kogo poszukujemy?

Must have:
  • Bachelor's Degree in Computer Science, Information Technology, or a related field
  • Minimum of 7 years of experience in IT service management, with a focus on managing L1 and L2 Support Teams
  • Strong knowledge of IT service management frameworks such as ITIL, including incident management, problem management, and service desk operations
  • Proven experience in managing service partners or vendors, preferably in a multi-vendor environment
  • Excellent leadership and team management skills, with the ability to motivate and inspire a cross-functional team
  • Strong analytical and problem-solving abilities, with a keen attention to detail
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external service partners
Nice to have:
  • ITIL certification (e.g. ITIL Foundation)
  • Experience with service management tools and ticketing systems
  • Familiarity with ITSM-related technologies and trends, such as ServiceNow, automation, and AI

Czego wymagamy?

Znajomości:

Języki:

  • Polski

  • Angielski

Jakie warunki i benefity otrzymasz?

  • 130-158 PLN godzinowo (B2B)
  • B2B - Elastyczne godziny pracy (100%)
  • 14800-18100 PLN miesięcznie (Umowa o pracę)
  • Umowa o pracę - Elastyczne godziny pracy (100%)
  • Praca zdalna: Możliwa częściowo
  • Szkolenia wewnętrzne
  • Pakiet medyczny, Ubezpieczenie, Pakiet sportowy
  • Kawa / Herbata, Zimne napoje
  • Parking rowerowy, Pokój relaksu
  • Pakiet relokacyjny

Gdzie będziesz pracował?

Miłkowskiego, Kraków lub hybrydowo

Kim jesteśmy?

Od 2005 roku realizujemy projekty IT w różnych modelach outsourcingu. Nasi Klienci doceniają naszą wiedzę i doświadczenie w branży, czego najlepszym dowodem jest długotrwała i owocna współpraca z wieloma z nich. Do naszych projektów poszukujemy specjalistów Java, JavaScript, C embedded, C++, PHP, specjalistów od mobile, testerów oprogramowania, administratorów sieci i systemów i wielu innych.