Global Service Desk Team Lead

We are seeking a Global Service Desk Team Lead position based in our Poznań location.

Ready to help build a better future for generations to come? 

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly.  At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.

Join us and make a difference! 

The purpose of the role is to monitor and supervise a group of employees to achieve goals that contribute to the growth of the competency areas / organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.

(Generally work deliverables constitutes less than 50% of total time)

What you will be doing:

• Provides guidance, instruction, direction and leadership to the team.

• Line management of a set number of GSD members

• Managing the day-to-day activities of the designated team.

• Motivating the team to achieve organizational goals.

• Developing and implementing a timeline to achieve targets.

• Manage the resource schedule and resources for the team and delegating tasks to team members.

• Conducting / facilitating training of team members to maximize their potentials.

• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.

• Providing feedback for quarterly performance reviews.

• Contributing to the growth of the company through a successful team.

• Creating a pleasant working environment that inspires the team.

• Handling of Business escalations related to day-to-day operations.

• Identifying skill gap / future skill needs for competency development.

• responsibility of P1 response team procedures and processes.

• Responsibility of KPI tracking and Dispatch.

What you bring: 

• Bachelor’s degree in Information technology/Business or equivalent work experience​

• Business/ IT domain knowledge​

• Typically requires 5+ years of IT experience, preferably 2+ years’ experience in global environment

• Written and spoken English proficiency

• Customer Focused

• Good understanding of designated technical IT environments

• People Management

Personal Competencies

• RESULT ORIENTED: Realizes goals and intervenes when results are threatened. 

• PLANNING AND ORGANISING: Plans and organizes work effectively independently and on own initiative.

• ORAL COMMUNICATION Tunes the structure and content of a presentation to his/her audience; adapts content and structure as well as his/her body language and facial expression to the reactions of the audience.

• WRITTEN COMMUNICATION: Independently writes communications that are brief, to the point and tuned to his/her readers.

• DELEGATION: Delegates on own initiative and authorizes people to take decisions

• PERSUASIVENESS: Gains an in-depth insight into other people and attunes his/her line of reasoning to it.

• QUALITY ORIENTATION: Makes proposals and takes actions to increase the quality of products and services of his/her own initiative.

• PEOPLE MANAGEMENT: Managing a set amount of employees as their Line manager.

What we offer: 

By joining our team, you become a part of the people-centric work environment of a Danish company. We offer you a competitive salary, permanent contract after the probation period, development package, team building events, activity-based office in Poznan’s city center in the new prestigious office building – Nowy Rynek. The building is recognized as a building without barriers, which means that it is fully adapted to the needs of people with disabilities.

Our compensation package on employment contracts includes:   

• An office-first approach: home office is available up to 2 days per week

• Adaptable Hours: start your workday anytime between 7:00 AM and 9:00 AM

• Home office subsidy

• Private Medical Care

• Multikafeteria MyBenefit

• Wellbeing program

• Extra Day Off for voluntary activities

… and while in the office you can also use modern office space with beautiful view and high standard furniture, bicycle parking facilities & showers, chill-out rooms with PlayStation, football table, pool table, board games, subsidized canteen with delicious food & fruit.

Interested?  

If you recognize yourself in this profile and challenge, we kindly invite you to apply with CV written in English. 

Who we are 

We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,200 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose – to release the natural power of stone to enrich modern living.   

Sustainability is central to our business strategy. ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDGs) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water. Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the ROCKWOOL Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.     

Diverse and Inclusive Culture 

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees. 

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “The ROCKWOOL Way”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.