Praca IT Operations Manager (support area) - Warszawa

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Key duties:

Comprehensive management of the Operations IT team
Providing comprehensive IT support service to the Client
Ensuring necessary competencies and resources to provide support service, additional IT projects implemented by the Operations team
Responsibility for achieving the set goals and the level of efficiency of the individual Operations teams
Responsibility for timely implementation of the Operations area work schedule
Active cooperation with Quality Assurance in order to build and improve existing business processes
Coordination of cooperation with the client, other teams within the organization and external service providers in order to implement schedules and cooperation assumptions with the Client
Preparation of qualitative analyses in the context of services provided and their presentation with conclusions
Proactivity in actions related to improving the quality and level of IT services
Support of internal and external audits
Implementation of other tasks indicated by the superior.

At least 5 years of experience in IT Operations; Service Desk, SSC in a leadership position
Fluent English
Extensive knowledge of technology and modern IT solutions for Service Desk and technical support functions, confirmed by appropriate certificates
Experience in working with KPI and focusing on SLA implementation
Ability to define and determine the cause of the problem, generate solutions and select a solution, implement a solution
Practical knowledge and experience in the area of Customer Experience
Ability to establish and maintain long-term, effective customer relationships
Ability to coordinate implementation projects