IT Support Team Leader

Invia x Travelplanet.pl x Wakacje.pl is one of the largest travel groups in Europe. Every year we help more than 6 million people plan their trips. Behind that sit teams in IT, Product, Data, Marketing, HR, Finance, Sales and Customer Experience, who build the tools and services those travelers use. Whichever team you join, your work shows up in how people plan and experience their holidays.

Your next stop:

We are looking for an experienced IT Support Team Leader to take ownership of our Service Desk operations and ensure exceptional technical support across the organization. You will work at the intersection of IT operations and business, leading a team of support specialists and partnering with internal stakeholders and external vendors to maintain service continuity, optimize support processes, and drive measurable improvements in service quality.

Job description

What lies ahead on your journey:

• Managing the team, including planning, delegating, and monitoring tasks,
• Ensuring high-quality user support and escalating tickets to higher support tiers when necessary,
• Coordinating the team's actions during critical incidents,
• Collaborating with other IT and business departments to ensure service continuity,
• Monitoring and reporting on Key Performance Indicators (KPIs) and service quality,
• Training, mentoring, and developing the skills of team members,
• Managing relationships with external vendors and ensuring favorable cooperation terms,
• Participating in documenting and optimizing company-wide processes,
• Managing documentation processes and continuously improving Service Desk procedures,
• Ensuring team activities comply with the organization's security policies,
• Participating in operational meetings, preparing reports, and providing recommendations for improvements.

Requirements

What to pack in your suitcase:

• Minimum of 4 years of experience in a Service Desk or similar environment, including at least 1 year in a Team Leader role,
• Practical IT knowledge, including troubleshooting skills related to operating systems, networks, and hardware,
• Hands-on experience with operating systems such as Microsoft Windows, Linux, and macOS,
• Ability to work with Key Performance Indicators (KPIs), including tracking performance and preparing reports,
• Experience with ticketing and documentation systems (e.g., Jira, Confluence),
• Excellent communication skills and the ability to collaborate effectively with various stakeholders, including the Business side,
• Proactive attitude towards challenges and excellent organizational skills,
• High level of self-reliance, along with strong teamwork skills,
• Ability to work under pressure and effectively manage the team during critical situations,
• Good command of English,
• Valid category B driving license.

Your extra baggage of experience:

• Knowledge of ITIL processes and Service Desk tools,
• Experience in internal systems administration,
• Familiarity with IT security policies and regulatory compliance,
• Practical experience in working with external vendors and optimizing business processes.

We offer