Since 2008, iDeals has won the trust of half a million business users. We have supported thousands of customers to run high-value and mission-critical projects, from the cross-border sales of multi-billion-dollar assets, to the development of revolutionary biotech products. The growth goes on: the team is getting stronger, our client base and revenues are increasing year on year. Commitment to excellence has made iDeals the choice of big names, as well as ambitious startups. Our company is recognized as the highest-rated and most customer-centric in the secure business collaboration market.
19 січня 2023

Service desk manager (Poland) (вакансія неактивна)


iDeals is a global product company recognized as the most highly rated and customer-centric in a secure business collaboration market. With more than 1, 000 000 users from 175,000 companies all over the world (mostly in the US and Europe), we are on a mission to build the most robust Virtual Data Room (VDR) solution that ensures secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

Now we are looking for a Service desk manager who will manage a service desk team, improve operational performance, and provide the best IT service to internal clients of the company.

Our service desk team uses modern instruments and approaches based on the ITIL methodology.


  • Manage IT service function of the company;
  • Team management and development (hiring, onboarding, performance appraisal, development plans creation, performance monitoring, task setting);
  • Track SLA metrics, operational performance improvement, and reporting;
  • Ensure that processes and procedures used by the service desk are documented, regularly audited, and continually improved;
  • Participation in research, planning, scoping, implementation, and ongoing support for new projects (automation and implementation of new instruments, and software);
  • Triaging and prioritizing incoming tickets, assigning tickets to appropriate team members or subject-matter experts, and tracking the progress of ticket resolution.
  • Work with complex IT requests from internal clients;
  • Resolve 24/7 emergency requests per shift schedule;
  • Participation in maintaining inventory of hardware, software, and support assets;


  • 2+ years of experience as a service desk manager;
  • 7+ years of experience in service desk/IT support;
  • At least Upper-intermediate level of English;
  • Knowledge and understanding of principles of ITIL foundations;
  • Knowledge of basic principles and policies of ISO 27001;
  • Extensive experience with GPOs, applications and software, license agreement terms, AWS/GCP, configuring servers, and Virtualization technology;
  • In-depth knowledge of desktop and server equipment, IP telephony, and networks;
  • Experience in setting up network equipment (switch, router) and knowledge of TCP / IP network protocols);
  • Experience with Windows and Mac OS client systems (installation, setup, reinstallation, recovery);
  • Experience with ticket systems, and metrics management.


  • Remote-first work
  • iDeals Wellness Package: for medical insurance and health-related activities
  • Mental Health Support Package
  • Paid vacation, sick days, days off, and paid national holidays
  • Paid family leave
  • Paid pregnancy disability leave
  • Paid sabbatical leave
  • Unlimited learning and development opportunities
  • Professional and self-development books and subscription services compensation
  • Sponsorship of participation in inspiration events, conferences, meetups
  • Obtain the company’s support if you decide to become a speaker or writer
  • Reimbursement of participation in sports competitions
  • International team-building activities
  • Support with organization workplace at home. Provided budget for home-office setup
  • High-end laptop and monitor — based on your working needs
  • Budget for additional IT equipment
  • Reimbursement of co-working space expenses
  • Internal growth policies
  • Regular performance and salary reviews
  • Generous internal referral program
  • iDeals Surprise Boxes from the People Experience
  • Excellence, Care, Trust, Collaboration, and Commitment are core values to the iDeals team


We are driven by the mission of creating exceptional experiences for employees and customers alike. Our unwavering values of commitment and excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further.

Our diversity and different perspectives are the foundation of our success. Our two values, collaboration, and trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems.

Last but not least, care value drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

iDealers work in a remote-first model, meaning we collaborate remotely from anywhere — either home, cafe, co-working space, or one of our offices. And although we are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels surrounded by teammates and engaged with our common goals.

iDeals is an equal opportunity employer

iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.