Service Desk Team Leader with Dutch

Twój zakres obowiązków

• Lead, support and coach a Level 1 Service Desk team delivering multilingual IT support.
• Provide hands-on technical guidance to Service Desk Analysts and support them in resolving incidents and service requests.
• Own and manage escalations, including cases that require broader IT expertise and confident stakeholder communication.
• Step in to handle end-user contacts via phone, email, chat or web channels when operational demand requires it (e.g., peak hours).
• Coordinate daily work with offshore/on-site teams and cooperate with relevant resolver groups and external vendors to ensure timely resolution.
• Keep control over ticket backlog and ticket ageing by driving prioritization, follow-ups and appropriate escalations.
• Ensure service delivery meets agreed SLAs and supports KPI targets through continuous monitoring and quality focus.
• Prepare and maintain shift schedules and holiday plans to secure coverage and effective workload distribution.
• Produce and analyze operational reporting (quality, SLA/KPI compliance, trends) and share insights with stakeholders.
• Promote knowledge sharing and continuous improvement (process updates, lessons learned, knowledge base practices) while ensuring compliance with internal and customer policies.

Nasze wymagania

• Previous Service Desk Team Leader Experience (1 year minimum).
• Very good command of Dutch and English (spoken and written).
• Availability to work in a 24/7 shift model.
• Ability to work from the office in Warsaw.
• Higher education degree (college/university) or equivalent.
• Strong working knowledge of Microsoft Office, Windows OS and standard end-user applications.
• Solid practical experience with IT Service Management tools and ticket handling workflows.
• ITIL Foundation certification (internal or external).
• Strong customer focus, communication and interpersonal skills, paired with structured planning and problem-solving abilities.

To oferujemy

• Hybrid working model (3 days home office, 2 days onsite) and office in the city center.
• Contract of employment.
• Sport's card (Multisport).
• Private medical care.
• Private life insurance.
• Free gym access.
• Support for professional development, including co-funding for accounting certifications and courses.
• Commuting subsidies.
• Language course subsidies.
• Travel allowances.
• Access to wide range of learning & development platforms.

Benefity

• dofinansowanie zajęć sportowych
• prywatna opieka medyczna
• dofinansowanie szkoleń i kursów
• ubezpieczenie na życie
• dodatkowe świadczenia socjalne
• karty przedpłacone

Grafton Recruitment