IT Support Manager

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!

We are looking for a 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 that all their needs are met.

Job Description

What will you do?

- Lead and manage the daily operations and performance of the IT Support Team.
- Ensure high-quality support and customer satisfaction for global clients.
- Monitor team performance using KPIs and customer satisfaction metrics, including NPS.
- Manage incidents, escalations and communication with key stakeholders.
- Develop and continuously improve support processes, procedures and standards.
- Identify opportunities to improve team efficiency and service quality.
- Collaborate with internal teams and business users to resolve issues and support client needs.

Qualifications

- 3+ years of experience in a leadership or managerial role, preferably within IT Support or a similar environment.
- Good knowledge of IT and an understanding of available technologies.
- Strong customer service mindset.
- Experience with Incident & Escalation Management.
- Strong analytical and problem-solving skills.
- Structured, solution-oriented approach, including the ability to work effectively under pressure.
- Experience in Customer & Stakeholder Management.
- Minimum C1 level of Polish and English.
- Knowledge of MS SQL Server will be an asset.

Additional Information

What we offer

- Hybrid working model: 2 days from the office and 3 days remotely per week.
- Private healthcare provided by Signal Iduna.
- Medicover Sport membership.
- Subsidized English language classes.
- Opportunities to develop your knowledge and skills within your area of expertise.
- Employee-oriented working culture and a friendly, professional team.
- Small project teams and a flat organizational structure.
- Opportunity to work on international projects.
- A collaborative environment where your ideas and improvements can have a real impact .