IT Service Desk Manager (Poznań - hybrid)

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