IT Support Manager

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 duties:

• Being responsible for creating the Communication Management and ensuring that key stakeholders receive the required communication.
• Organizing support and customer service work.
• Managing the daily work of the support team.
• Being responsible for the performance management of the support team.
• Implementing enhancements to improve the efficiency of the support team.
• Work based on KPIs of the support department and customer assessment (NPS score).
• Supervising and leading all support processes and operations.
• Creating and implementing support procedures.
• Supporting global business clients and data integration into the client’s platform.
• Maintaining and ensuring support team works according to established standards.
• Collaborating with all departments, and business users to understand requirements and needs.
• Controlling and ensuring the optimal level of customer satisfaction.

• Experience: 3+ years in a leadership or managerial role
• IT knowledge, understanding of available technology
• Customer service approach
• Incident & Escalation Management
• Analytical & Problem-Solving Skills
• Structured and solution-oriented way of working, even under pressure
• Customer & Stakeholder Management
• Minimum knowledge of Polish C1 and English C1
• Knowledge of the MS SQL Server will be a plus

• Opportunities to grow your knowledge within your area of expertise
• Friendly working atmosphere in a professional team
• Employee-oriented working culture
• Possibility to work partly remotely
• Sports subscription
• Subsidized English classes
• Private healthcare
• Small project teams and flat organization structure
• International projects