Aktywna rekrutacja

IT Service Desk Manager (24/7)

Firma
Sharp
Lokalizacja
Poleczki 33, Warszawa
Wynagrodzenie
20000-23000 PLN

O stanowisku

About the role

You will lead a 24/7 Service Desk team (8–12 people) supporting multiple external clients.

This role is about ownership — ensuring the operation runs smoothly, meets SLA, and continuously improves.

Key responsibilities

  • Lead, coach, and develop the Service Desk team
  • Own SLA performance, response times, and major incidents (P1)
  • Manage 24/7 rota, workload, and shift structure
  • Drive ITIL processes (Incident, Problem, Change)
  • Improve quality (RCA, knowledge base, reducing repeat issues)
  • Oversee tools and environment (M365, Intune, Windows, networks, backups)
  • Communicate with clients and handle escalations

Wymagania

✅ What you need (Must-have)

  • 5–7 years in IT Support
  • 2–3+ years managing a Service Desk (multi-shift / 24/7)
  • Strong hands-on knowledge of:
  • Microsoft 365 / Entra ID / Intune
  • Windows (client + server)
  • DNS / DHCP / VPN
  • Practical ITIL experience (not just certification)
  • English B2/C1 (client-facing)
  • Ability to handle pressure, escalations, and real ownership

➕ Nice to have (this increases your value)

  • ITIL Managing Professional
  • Microsoft certs (AZ-104, MD-102)
  • Backup solutions (Veeam, Datto, Axcient)
  • Firewalls (WatchGuard)
  • PowerShell / automation mindset
  • ISO 27001 environments / audits
  • Additional languages (Polish / German / French)

🧠 Working model

  • True 24/7 environment (shift ownership + on-call awareness)
  • Based in Warsaw
  • MSP / outsourced support — fast-paced, multi-client setup

💡 Why this role is worth it

  • You build and shape the system — not just run it
  • Real leadership impact (people + performance)
  • Exposure to modern cloud stack (M365, security, automation)
  • High ownership, high visibility

Benefity

What We Offer

  • Private Medical Care - Comprehensive healthcare package for you and your family
  • Life Insurance - Group life insurance coverage
  • Multisport Card - Access to sports facilities nationwide
  • Social Events - Team buildings, company events, and networking opportunities
  • Training & Certifications - Continuous learning programs and sponsored certifications (ITIL, Microsoft, etc.)
  • Hybrid Work Model - Flexibility to work from home and office
  • Modern Office - Well-equipped workplace


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