Team Manager - People Service (HR Helpdesk)
- Gdańsk, pomorskie
- Stała
- Pełny etat
Type: Full-Time, HybridAbout the Role:
As a Team Manager - People Service, you will support the day-to-day operations of the HR helpdesk team ("Ask the People") and act as the right hand to the People Service Manager. This role plays a key part in ensuring smooth workflow coordination, service quality, and timely resolution of employee inquiries across multiple channels.You will be responsible for queue management, monitoring team performance, providing coaching, and driving improvements in service delivery. You will also step into a leadership role during absences and support ongoing projects that enhance the helpdesk function.What You'll Do:Operational Coordination & Service Delivery
- Monitor helpdesk queues (email, phone, chat) and distribute incoming inquiries based on team workload
- Manage daily case volumes and rebalance assignments to meet SLAs and service targets
- Act as the first line of escalation for sensitive or complex issues
- Track metrics such as response times, SLA compliance, and inquiry resolution
- Support the preparation of reports and analytics on inquiry trends and team performance
- Proactively identify potential bottlenecks or service issues and implement solutions
- Coordinate onboarding and training for new team members
- Organize shadowing and knowledge transfer sessions
- Provide coaching and feedback based on quality reviews and performance observations
- Maintain up-to-date documentation for helpdesk procedures and scripts
- Collaborate with knowledge content leads to improve the internal knowledge base
- Ensure helpdesk practices align with current HR policies and tools
- Review helpdesk interactions to ensure consistency, professionalism, and accuracy
- Provide constructive feedback to support individual and team development
- Act as helpdesk team representative and decision-maker during manager absences
- Contribute to internal projects such as testing new system features or optimizing processes
- Help organize internal learning sessions and workshops to upskill the team
Skills & Tools
- Fluent in English (written and verbal)
- Proficient in ServiceNow and SAP SuccessFactors
- Strong command of Microsoft Office (Outlook, Excel, PowerPoint)
- High level of organization, attention to detail, and multitasking ability
- Customer-first mindset and strong communication skills
- Ability to handle sensitive or escalated queries with professionalism
- 3+ years of experience in HR helpdesk or HR customer service roles
- In-depth understanding of helpdesk operations and employee inquiry resolution
- Familiarity with case management systems and key helpdesk KPIs
- Capable of coaching others and leading operational tasks under pressure
- Proactive problem-solver with strong decision-making skills
- Bachelor's degree in Human Resources, Business Administration, or a related field
- Experience in HR shared services or fast-paced corporate environments is a plus
- Ability to work independently and as part of a collaborative support team
- Hybrid work model - balance remote work with a modern office in Gdańsk
- Private healthcare - comprehensive medical coverage
- Life insurance - additional protection for you and your family
- Sports card - access to wellness programs like Multisport
- Paid wellbeing days - to recharge when needed
- Internal learning & development - training and knowledge-sharing initiatives
- Eyewear reimbursement - support for the purchase of corrective lenses
- Financial support for education - courses, certifications, and study programs
- Friendly, inclusive work culture - with room for growth and recognition