Wybierz usługę po lewej lub skontaktuj się z nami mailowo!
What you'll be responsible for:
Grant Thornton is seeking a Service Desk Manager to join our global IT support organization. The Service Desk Manager is responsible for leading and continuously improving a 24x7, 365 Service Desk operation supporting a diverse, global employee population. The candidate will oversee a team of 10-15 Service Desk agents supporting users across multiple regions across the globe. This role ensures consistent, secure, and high-quality end-user support across regions while driving operational excellence, regulatory compliance, and service maturity.
The successful candidate will balance people leadership, operational rigor, and customer experience, partnering closely with IT leadership, infrastructure, security, and business stakeholders to deliver reliable, scalable, and unique end-user support services.
Responsibilities
Service Desk Operations & Performance Management
-
Lead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zones
-
Monitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction
-
Identify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service quality
-
Ensure consistent service delivery aligned to defined SLAs, OLAs, and business expectations
-
Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support
People Leadership & Team Development
-
Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations
-
Foster a culture of collaboration, accountability, continuous improvement, and customer-centricity
-
Manage workforce planning, scheduling, performance management, and career development
-
Drive employee engagement and retention in a high-volume, customer-facing support environment
Customer Experience & Stakeholder Partnership
-
Act as the primary escalation point for Service Desk-related issues and service disruptions
-
Partner with senior IT and business leaders to understand user needs and improve service outcomes
-
Champion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoption
-
Communicate service performance, trends, risks, and improvement plans to leadership and key stakeholders
Security, Compliance & Cross-Functional Collaboration
-
Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availability
-
Ensure Service Desk processes support access controls, identity management, and compliance requirements
-
Participate in audits, risk assessments, and incident response activities as required
Continuous Improvement & Service Maturity
-
Drive ITIL-aligned best practices and standard operating procedures across the Service Desk
-
Lead initiatives to reduce repeat incidents, shift-left support, and improve first-contact resolution
-
Mature knowledge management to enable consistent, scalable, and self-service-driven support
-
Support service transitions for new technologies, tools, acquisitions, and organizational changes
Technology & Tooling
-
Own and optimize the Service Desk tooling ecosystem (e.g., ServiceNow) in partnership with platform teams
-
Leverage automation, workflow optimization, and analytics to modernize support delivery
-
Ensure effective integration with endpoint management, asset management, and monitoring systems
-
Experience supporting both Windows and Mac platforms
Our expectations:
Required Qualifications:
-
5-10 years of experience in enterprise IT support, including 3+ years in a management capacity
-
Proven experience managing global or multi-region Service Desk operations
-
Strong knowledge of ITSM frameworks and best practices (ITIL preferred)
-
Hands-on experience with enterprise ITSM platforms such as ServiceNow
-
Experience supporting Microsoft 365 environments, basic networking concepts, and Active Directory environments
-
Demonstrated ability to lead through change and scale operations in complex environments
-
Exceptional communication, leadership, and problem-solving skills
- Fluency in Polish and English
Preferred Qualifications:
-
Experience operating a 24x7, follow-the-sun support model
-
Experience supporting senior executives and VIP populations
-
Exposure to automation, self-service portals, and digital workplace technologies
Education / Professional Experience/ Qualifications
-
Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
-
ITIL Foundation or higher certification
What we offer:
- Hybrid working model (2 days in the office and 3 days working remotely)
- Stable employment with an employment contract, private medical care, and a benefits package including MultiSport and a benefits platform
- Opportunity to work in an international environment and collaborate with experienced Grant Thornton experts and professionals from around the world
- A culture based on teamwork, trust, and knowledge sharing
- A well-structured onboarding program to support a smooth start and successful integration into your new role
- Clear career development paths and access to learning and certification programs
- Access to training platforms and tools that support professional growth
- An inclusive workplace that welcomes people with disabilities
- A modern office in Poznań, located in Malta Office Park
Jak przebiega rekrutacja?
-
Wybierz interesującą Cię ofertęZnajdź stanowisko, które Cię interesuje, na liście poszukiwanych przez nas profili:
-
ZaaplikujWyślij swoje CV w języku polskim w odpowiedzi na interesującą Cię ofertę.
-
Daj się poznać!Jeżeli pasujesz do profilu osoby, której poszukujemy, zaprosimy Cię na spotkanie online. W rozmowie weźmie udział rekruter oraz Twój przyszły menedżer. Porozmawiamy o Twoich dotyczasowych doświadczeniach i obecnej sytuacji zawodowej, a także o aspiracjach na przyszłość. Spodziewaj się pytań z obszarów merytorycznych, a jeśli stanowisko tego wymaga – to również krótkiej rozmowy po angielsku.
-
Wypatruj odpowiedziJeśli wszystko poszło dobrze, otrzymasz od nas ofertę współpracy. Jeśli nie – powiemy, co miało wpływ na naszą decyzję.
-
Witamy na pokładzie!Ustalimy dogodny dla obu stron termin i formę rozpoczęcia współpracy.
-
Is it possible to work remotely?We work in a hybrid model that combines the flexibility of remote work with the benefits of in-person collaboration. Regular presence in our Poznań office is important to us, typically 2-3 days per week. For more details about the working model, feel free to ask during the recruitment process.
-
What is the dress code at Grant Thornton?We ask that you follow specific guidelines depending on the business situation. When working independently—and provided there are no scheduled meetings with clients or business partners—a casual dress code applies; you can wear whatever is comfortable, such as a T-shirt, jeans, or a casual shirt. After all, hardly anyone sits at home in a suit and tie or a formal business suit unless they have to. However, if meetings are scheduled, your attire should be more formal and appropriate for the client. You will certainly receive detailed information about these guidelines before you start at GT, so you know what to expect.
-
Will I always receive feedback after a job interview?We always get back to candidates with feedback—regardless of the recruitment outcome—within a maximum of two weeks following the interview. This contact may be via phone or email. We also inform candidates if the recruitment process takes longer than expected. We strive to ensure our candidates always know the current status of their application.
-
What are the possible forms of cooperation?We offer employment based on a contract of employment (Umowa o Pracę). Details regarding the employment terms are discussed during the recruitment process.