IT Support Team Leader

Dealz is an international retail chain that is part of the Pepco Group. We opened our first store in Poland in February 2018 in Swarzędz near Poznań. Dealz stores in Poland offer customers a wide range of food products, household goods, drugstore items, and cosmetics from well-known brands — all at great prices, always.

• 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.

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.

• 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.

At Dealz Poland Sp. Z o.o., we believe in creating a workplace free from discrimination, where every candidate has equal opportunities regardless of gender, age, background, religion, sexual orientation, gender identity, health status, or any other personal characteristic. We encourage all individuals who meet the requirements to apply, including those from underrepresented social groups. We make every effort to ensure that our recruitment process is objective, transparent, and free from bias. If you have specific needs during the recruitment process (e.g., accessibility requirements), please let us know — we will be happy to accommodate and adjust the process accordingly.