Technical Support Team Leader
Tech Support Lead | Client-Focused | Delivery Excellence | Hybrid/Krakow
Are you a proactive, customer-centric and ready to make a real impact?
We’re looking for a Tech Support Lead who can lead from the front—building strong delivery teams, cultivating client relationships, and driving operational excellence across our IT landscape. This is a critical role at the heart of our service delivery, with direct influence on customer satisfaction, retention, and long-term success.
What you’ll be doing:
✅ Be the go-to IT support contact for key clients, deeply understanding their goals and challenges
✅ Lead and mentor IT Ops teams, fostering a collaborative and high-performing culture
✅ Oversee infrastructure—servers, networks, applications—with a focus on uptime, security, and service quality
✅ Own and improve core IT processes: incident, problem, change management, and beyond
✅ Drive automation, performance metrics, and service excellence (KPIs, SLAs, uptime targets)
✅ Collaborate cross-functionally with Sales, Product, QA, Support, and Delivery teams
✅ Represent the voice of the customer internally, helping shape better products and services
✅ Deliver value-added insights through reports, presentations, and client reviews
✅ Help drive customer success, adoption, retention—and support upsell/cross-sell initiatives
What we’re looking for:
🔹 Proven experience in IT delivery/service management or ops leadership roles
🔹 Strong communication and relationship-building skills—client-facing and internal
🔹 Strategic thinker who can align IT services with business goals
🔹 Hands-on experience with IT infrastructure, cloud technologies, and operational tools
🔹 Familiarity with ITIL, PMP, CISSP (certifications are a plus)
🔹 Organised, self-driven, and comfortable working in fast-paced environments
🔹 Willingness to travel occasionally for client engagements
Why join us?
🌟 You’ll play a key role in shaping our service delivery and client success
🌍 Work in a dynamic, forward-thinking team with a people-first culture
💡 Freedom to innovate and drive change in IT operations
📈 Real career growth opportunities and the chance to influence at a strategic level
📩 Sound like you? Let’s talk. Apply now or reach out directly—we’re excited to meet someone who’s passionate about IT service delivery and customer excellence.