Sabre Supervisor IT Desktop Support in Krakow, Poland

Req ID: 9921

Job Family: Information Technology/Software Development

What happens when you combine technology with travel? Sabre! Did you know that cutting-edge technology is used at Sabre by more than 1 billion people around the globe? Did you know that Sabre processes approximately 85,000 transactions per second for the largest industry in the world - travel and tourism? Now that we have your attention, Sabre is an innovative technology company that leads the travel industry by helping our customers (and employees) succeed. We are looking for forward-thinking, creative people who take ownership of results and make things happen. If this sounds like you, consider joining our team.

Job Description

IT Desktop Support Supervisor

Outline of Role:

The IT Desktop Support Supervisor will oversee the daily operations and activities of the Sabre IT Support team to ensure a high quality of IT support to internal Sabre employees and contractors. The successful candidate will possess strong leadership skills as well as aptitude for mentoring team members in their daily activities and enable the team to maintain sustained superior performance. The supervisor will carry out the direction of the manager and be responsible to oversee the development of personnel, ITSM software, knowledgebase, 3rd party support interactions and all other aspects of the Desktop Support team. This role will review and evaluate team members’ work and will assist the manager in preparing performance reviews.

Responsibilities:

  • Act as a focal point for key site stakeholders and customers to oversee IT Services delivered to the Site. Ensure high quality of services delivered take ownership over these services.

  • Mentor and train individuals to empower them to exceed the team’s goals and create leadership opportunities within the team

  • Assist with performance reviews and enable execution of development plans

  • Foster a collaborative work environment, resolve disputes, offer praise and feedback and act as an escalation point for critical issues or difficult users

  • Monitor and enforce clear, measurable targets for operational metrics

  • Ensure a high degree of customer service, enforce and train team members on all service management principles

  • Share knowledge and expertise in order to develop future leaders and to drive improvements to methods, tools, and processes, building a culture of execution and excellence at Sabre

  • Receive and promptly address tickets escalated from Desktop Support team members to ensure timely resolution and customer satisfaction

Job Requirements

Qualifications:

  • Bachelors degree in computer science or related field and/or equivalent combination of education and experience

  • ITIL qualification and MCP certification is preferable but not essential

Requirements:

  • Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude

  • Demonstrable experience and fluent command of the English language

  • Excellent organizational skills and ability to troubleshoot remotely

  • 3-4 years of experience in an IT support organization

  • Commanding knowledge and ability to mentor and train others in:

  • ITIL incident management, including upholding SLAs

  • Microsoft and OS X based operating systems

  • Computer imaging and onsite and warranty for end user equipment

  • Researching complex issues with end user software and hardware

  • Self-motivated achiever who gains satisfaction from providing excellent customer service

  • Demonstrates clear desire to be a team leader in customer service and execution of IT support and takes on advanced responsibilities

Benefits:

  • Social benefit package - VIP Medical Package, Life Insurance, Benefit System

  • Salary tax deduction due to creative work

  • A wide range of training and technical certification reimbursement

  • Comfortable office location and modern office space

  • Free of charge Parking lot for Employees

  • Attractive referral bonus

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Twitter, Facebook and LinkedIn

Stay connected with Sabre Careers