Senior Tech Support Manager

Company Description

InPost Group is an innovative European out of home deliveries company, revolutionizing the way parcels are delivered to customers. With operations across several countries, our network of intelligent lockers provides customers with a fast, convenient, and secure delivery option. InPost Group is a publicly traded company, with a market capitalization of about $5 billion as of March 2023. With over 30,000 employees worldwide, InPost Group is one of the largest out of home delivery providers in Europe, committed to providing sustainable and efficient delivery solutions to meet the evolving needs of customers in today's rapidly changing landscape.

Job Description

The Tech Support Manager leads the technical support team to ensure high-quality service for end users. They optimize processes, manage team resources, and collaborate with IT departments, maintaining a smooth IT infrastructure and efficiently resolving incidents following SLA.

Responsibilities:

• Managing the Technical Support team: planning, development, and employee evaluation.
• Handling tickets following the SLA and KPI.
• Implementing and improving ITSM procedures.
• Coordinating escalations and communication with business stakeholders.
• Collaboration with the infrastructure, security, applications department, and vendors.
• Analyzing root causes of problems and initiating preventive actions.
• Maintaining process documentation, instructions, and service catalog.
• Monitoring tickets and proposing improvements.
• Managing Service Desk tools (Jira).
• Support for user onboarding/offboarding and managing permissions.
• Ensure all IT support activities and assets comply with relevant regulations, company policies, and security standards.
• Coordinate with the IT Security department to mitigate risks, implement safeguards, and conduct periodic audits.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Proven experience (5+ years) in managing IT teams, specifically in Helpdesk.
• Strong leadership, communication, and team-building abilities.
• Experience in international environments.
• Nice to have: experience in adapting market procedures to global standards of a multinational corporation.
• Fluency in Polish and proficiency in English (min. B2) is essential.
• Knowledge of ITSM standards and processes (e.g., ITIL).
• Ability to work with ticketing system/service desk tools.
• Organizational, communication, and analytical skills.

Additional Information

Why InPost?

• Professional growth within the company.
• Hybrid work opportunity.
• Chances to broaden your skill set and acquire new competencies.
• Access to e-learning platforms- Udemy, GoodHabitz and more.
• Benefits: private healthcare at Luxmed, MultiSport+ card, group insurance.
• Growth opportunities - conferences, trainings, workshops.