IT Support Team Lead

Kim jesteśmy?

Dealz to międzynarodowa sieć sklepów będąca częścią Pepco Group, posiadającej ponad 2500 sklepów w 14 krajach w Europie. W związku z dynamicznym rozwojem sieci w Polsce, poszukujemy nowych pracowników.​

Sklepy Dealz w Polsce oferują swoim klientom szeroki asortyment produktów spożywczych, przemysłowych, drogeryjnych oraz kosmetycznych dobrych marek, w super cenach, zawsze!

Job description

• Lead and develop your team. You will manage the day-to-day operations of the IT Support team — organising shifts, and on-call rotations, while coaching your people and holding a high bar for quality and accountability.  
• Own first-line support excellence. You will be responsible for ensuring that every incoming incident and service request is correctly handled, prioritised, and resolved within SLA. Customer satisfaction is your north star — you will track it, protect it, and continuously improve it.  
• Drive ITIL processes. You will own the Incident Management and Request Fulfillment processes, and actively contribute to Problem Management — identifying root causes and eliminating recurring issues before they become a pattern.  
• Optimise the toolset. You will work with a modern support stack — ManageEngine, Zabbix, Zoho, and an AI Voicebot — ensuring these tools are configured and used to their full potential to support your team's efficiency.  
• Collaborate across IT. You will work closely with 2nd and 3rd line support teams to resolve complex issues, reduce escalations, and contribute to a seamless IT experience across the organisation.  

Requirements

• Solid experience in IT support, with a strong focus on 1st line service delivery.  
• Experience leading or coordinating an IT support team.  
• Good technical knowledge of Windows, Azure, Dynamics 365, Oracle Xstore, Relex, and Android environments.  
• Hands-on experience with ITSM tools (ManageEngine, Zoho, or similar).  
• Excellent communication skills and a genuine passion for customer service.  
• Strong organisational skills and the ability to stay calm and effective under pressure.  
• Conversational English — Polish is the primary working language, but you will need to communicate effectively in English within an international environment.  
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Nice to have: 

• ITIL Foundation certification or solid practical knowledge of ITIL (Incident, Request, Problem Management).  
• Experience with infrastructure monitoring tools such as Zabbix.  
• Familiarity with AI-assisted support or voicebot solutions.  
• A background in retail IT.  

We offer

• A leadership role with real ownership and impact.  
• A dynamic, international working environment.  
• The opportunity to shape how IT support is delivered across a growing retail network.  
• A collaborative IT team that values continuous improvement.