IT Support Manager

  • Cystersów 13A, 31-553 Kraków-Śródmieście, Poland
  • Full-time

Company Description

We are a passionate group of people who enjoy their daily challenges. We support our clients within the scope of a software implementation and business intelligence. We  are looking for like minded individuals who share the same passion, values and enthusiasm. Blend of the above is the way to customer’s success.

We take pride in our diverse business experience. Continuous cooperation with customers as different as financial institutions, automotive companies or telecom companies proves our ability to translate business needs into software that one can immediately work with to improve efficiency. Working for us means that you’ll have a chance to shape the company’s future as we value everyone's input.

Job Description

We are looking for very motivated and self-driven individual to manage our IT Support Team. The team is responsible for supporting global business clients and data integration into the client’s platform. The Support Manager's role is to ensure a business' customers receive outstanding support and all their needs are met.

Job duties:

  • Responsible for creating the Communication Management and ensure that key stakeholders are receiving the required communication

  • Organizing support and customer service work

  • Managing the daily work of the support team

  • Performance management of the support team

  • Implementing IT projects to improve the efficiency of the support team

  • Work-based on KPIs of the support department and customer assessment (NPS score)

  • Supervising and lead all support processes and operations

  • Creating and implementing support procedures

  • Supporting global business clients and data integration into the client’s platform.Maintaining and ensure support team works according to established standards

  • Collaborating with all departments, business users  to understand requirements and needs

  • Control and ensure the optimal level of customer satisfaction

Qualifications

  • IT knowledge, understanding of available technology

  • Experience in heading IT section of an organization

  • Customer service approach

  • Good problem-solving skills

  • Structured and solution-oriented way of working, even under pressure

  • Knowledge English C1

  • SQL and database knowledge will be an asset 

Additional Information

  • Free coffee
  • Free fruits
  • Startup atmosphere
  • No dress code
  • Possibility to work remotely 
  • Sport subscription
  • Subsidized English classes
  • Private healthcare
  • Flat structure
  • Small teams
  • International projects