Support Team Leader at GGS IT Consulting (Go Global Services)

Krakow, Lesser Poland Voivodeship, Poland -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

14000.0

Posted On

12 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, MS SQL, RPA, Data Analysis, Stakeholder Management, Customer Support, KPI Management, SLA Management, People Management, Coaching, Mentoring, Problem Solving, English Fluency, Root Cause Analysis, Performance Assessment, Process Optimization

Industry

IT Services and IT Consulting

Description

Company Description GGS IT Consulting helps organizations eliminate manual processes, streamline workflows, and drive measurable business results through Automation. We collaborate with industry-leading partners to provide high-quality technical services, specifically tailored to purpose-built compensation platforms. Our advanced software technology and proven methodologies accelerate operational efficiency, reduce costs, and enable data-driven decision-making. Companies worldwide trust GGS to transform how they work, unlocking sustainable growth and a competitive edge. Now, you can be part of it! Job Description Support Team Leader will be responsible for supporting team members working with MS SQL and RPA. In this role, building effective relationships with the team, business users, and other stakeholders will be crucial. A flexible and committed approach is expected to effectively manage the team in line with our global standards. You will work in a fast-paced environment, closely collaborating with the Head of Support, Testers, HR, and Implementation teams. Your responsibilities will include delivering business value aligned with organizational needs and ensuring an outstanding customer experience. Qualifications Here’s what you get to do: Coordinating MS SQL/RPA questions, Managing and leading a team of ~6 employees, Working with data analysis and dashboards, Facilitate effective collaboration in various meetings, catch-ups, and calls with both external and internal stakeholders, as well as team members, Contributing to company goals, Motivating team members and assessing performance, Taking part in hiring and training, and reporting on team performance to keep management updated, Searching for process/procedure optimization and work improvement of the team, Meeting company's SLAs while conducting in-depth analyses of SLA performance, providing root cause analysis (RCA), identifying trends, and recommending actions for continuous improvement., Performing effective people management (one-to-ones, coaching, career development), Acting as point of contact for any organisational and client escalations, Stakeholder management, such as interaction and collaboration with clients from different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers. What we are looking for: Fluency in English (B2+/C1), Prior customer support experience and exceptional understanding of customer service, and support best practices, Min. 2 years Support Team Lead experience, Empathy and open-minded setup, Knowledge of how to deliver effectively team KPIs, Driven, self-motivated, and highly flexible team player attitude, Approach to proactive and independent problem solving, Data driven mindset, Strong communication skills, Experience in working with targets KPIs, SLAs and multiple stakeholders, Great leadership, coaching and mentoring skills. Nice to have: Experience with SQL Server, SSRS and SSIS, Zendesk and Jira applications, Knowledge of ITIL processes, waterfall methodology. Additional Information Opportunities to grow your knowledge within your area of expertise 🚀 Friendly working atmosphere in a professional team 👈 Employee-oriented working culture 🤝 Possibility to work partly remotely 💻 Sports subscription 🏀 Subsidized English classes 💂🏻 Private healthcare 🏥 Small teams 👥 International projects 🌍 Free coffee ☕️ Free fruits 🍎 Free breakfasts 🍳 Startup atmosphere 💡 No dress code 💃🕺 Compensation: PLN 8000 - PLN 14000 - monthly

Responsibilities

Lead and manage a support team of approximately six employees focusing on MS SQL and RPA technical issues. Ensure high-quality customer experience by managing SLAs, handling escalations, and optimizing internal processes.