Adrian Ostrówski

Lead and manage the IT support team, ensuring efficient handling of incidents, requests, and technical issues. Oversee daily operations of the Service Desk/Help Desk and maintain high service quality and SLA adherence. Coordinate with product owners, stakeholders and developers to ensure clear backlog prioritization and efficient delivery. Guide the team through upgrades, rollouts, and process optimization. Monitor team metrics and performance to drive better predictability and quality. Support change management and end-user adoption during system improvements and deployments.

Lead and manage the IT support team, ensuring efficient handling of incidents, requests, and technical issues. Oversee daily operations of the Service Desk/Help Desk, maintain high service quality and meet SLAs. Develop and implement support processes, policies, and best practices to improve efficiency and customer satisfaction. Monitor performance metrics (KPIs), coordinate escalations, and provide guidance on complex issues. Collaborate with product owners, stakeholders and developers to ensure aligned IT service delivery. Manage scheduling, workload distribution and training of support staff. Handle vendor relationships, procurement and license management. Prepare regular reports on team performance, user satisfaction. Drive continuous improvement initiatives and contribute to IT strategy and roadmaps.

Possessing knowledge of operating systems, devices, applications and software. Providing technical support to teams within the organization, and to external clients when required. Assisting with systems integrations. Managing ticketed queries system and ensuring comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures. Identifying and resolving technical issues. Managing coordination at a local and international level where required. Delivering regular and customized training to teams within the business. Preparing maintenance plans and upgrading schedules for the organization's systems. Developing reports for teams across the business.