Service Desk Operational Manager with French

About Us:

We are a Swiss Award-Winning BPO Company and want to share our space in the heart of Warsaw and Wrocław with you! Imagine enjoying the best of both worlds - a wide range of career options within a reliable international structure, a start-up atmosphere with no dress code, a constant learning mindset, and a genuinely friendly environment. At FRISTA, this is possible, and it’s just the beginning for those who want to climb to the top and realize their potential.

We are growing at an impressive pace and are continually building teams for our international clients across various areas, including HR, Accounting, Customer Service, IT, and more. As a result, we are always looking for dedicated talents to join our team.

Your responsibilities:

• Managing the IT Service Desk team, including recruitment, training, and employee development
• Monitoring and reporting key performance indicators and service quality
• Implementing and optimizing ITIL processes to enhance operational efficiency
• Collaborating with other departments to ensure consistency and continuity of IT services
• Handling escalated technical and operational issues
• Overseeing support for cash registers, payment terminals, and POS systems, including the GK system
• Creating and maintaining operational documentation and procedures

Our requirements:

• Fluency in French (C1 level)
• Fluency in English (min. B2 level)
• At least 5 years of experience in managing an IT Service Desk team
• Strong knowledge of ITIL best practices and expertise in their implementation
• Experience managing support for cash registers, payment terminals, and POS systems (including the GK system)
• Excellent leadership, communication, and team motivation skills
• Ability to work under pressure in a dynamic environment
• Strong analytical and organizational skills

What do we offer?

• The opportunity to gain experience in international structures, working with everyday use of foreign languages
• A full-time position in hybrid or remote (3 days in the office in the center of Wrocław)
• Comprehensive onboarding: 2 days on-site in Warsaw, followed by a one-week introduction in Switzerland
• Multisport card and Private Medical Care (Luxmed), additionally, you can buy Private Hospital Insurance
• An extra day of leave to celebrate your birthday
• Employee Referral Program
• No Dress Code