Wojciech Łapacz Email & Phone Number

Warsaw, Pl

Warsaw, Mazowieckie, Poland

In my pivotal role as Head of IT Service Desk, I embody the principles of team management, service excellence, and global leadership. My responsibilities include:Strategic Leadership: Steering the IT Service Desk with a vision that aligns with the company’s overarching goals. I ensure that our team not only responds to immediate IT challenges but also anticipates future needs in a proactive manner.Team Development: Cultivating a culture of continuous learning and improvement, I… Show more In my pivotal role as Head of IT Service Desk, I embody the principles of team management, service excellence, and global leadership. My responsibilities include:Strategic Leadership: Steering the IT Service Desk with a vision that aligns with the company’s overarching goals. I ensure that our team not only responds to immediate IT challenges but also anticipates future needs in a proactive manner.Team Development: Cultivating a culture of continuous learning and improvement, I lead a team of dedicated IT professionals. Together, we focus on enhancing our skills to deliver unparalleled service.Service Excellence: Implementing best practices in IT service management, I am committed to elevating the user experience. Our desk operates on the tenets of reliability, responsiveness, and resolution, ensuring that every interaction adds value.Global Collaboration: Acting as a bridge across various departments and international offices, I foster an environment of seamless communication and cross-functional teamwork.Innovation & Efficiency: Constantly seeking ways to improve our processes, I integrate the latest technologies and methodologies to boost efficiency and effectiveness.Mentorship & Coaching: Passionate about nurturing talent, I provide mentorship to emerging IT specialists, guiding them towards achieving their full potential.Through my role, I have not only enhanced the operational capabilities of our IT Service Desk but also contributed to the professional growth of its members, affirming my belief that “I am as successful as my team is" Show less

Warszawa, Woj. Mazowieckie, Polska

As the Global IT Service Desk Team Lead, I spearhead the strategic development and operational management of a dynamic team comprising up to 30 dedicated IT service desk specialists. My role encompassed:Strategic Team Building: Architecting a robust team structure by recruiting, leading, and nurturing talent, including trainers and external dispatchers, to foster a collaborative and high-performing environment.Coaching & Development: Implementing comprehensive training programs… Show more As the Global IT Service Desk Team Lead, I spearhead the strategic development and operational management of a dynamic team comprising up to 30 dedicated IT service desk specialists. My role encompassed:Strategic Team Building: Architecting a robust team structure by recruiting, leading, and nurturing talent, including trainers and external dispatchers, to foster a collaborative and high-performing environment.Coaching & Development: Implementing comprehensive training programs and mentorship initiatives to enhance the team’s technical acumen and customer service skills. Creating the department's training strategy including various soft-skill trening ("Polite English in Business Environment". "Communication in Service Desk"). Trainer of trainers.Skills Matrix Design: Devising and maintaining intricate matrices for hard skills, soft skills, and behavioral competencies, ensuring alignment with industry standards and organizational objectives.Quality Assurance: Instilling a culture of service excellence with a relentless focus on quality, driving continuous improvement through regular feedback loops and performance metrics analysis.Service Excellence: Championing a customer-centric approach that prioritizes exceptional service delivery, resulting in increased satisfaction and loyalty. Show less

Warsaw, Masovian District, Poland

- Leading, monitoring, mentoring, coaching and supporting the team of IT specialists.- Ensuring availability of support services and desk side support during working days.- Ensuring that Incident, Service Request and Problem management processes are followed,- Offering service improvements to the overall service - using continous improvement and lean management tools and techniques (5S, Continuous Improvement / PDCA cycle, 5Why, visualizations etc.)- Being the single point of… Show more - Leading, monitoring, mentoring, coaching and supporting the team of IT specialists.- Ensuring availability of support services and desk side support during working days.- Ensuring that Incident, Service Request and Problem management processes are followed,- Offering service improvements to the overall service - using continous improvement and lean management tools and techniques (5S, Continuous Improvement / PDCA cycle, 5Why, visualizations etc.)- Being the single point of contact and coordinator of local, regional and global incidents, problems and outages. Documenting all outages / major incidents within the region.- Member of the Dentons Global Center of Excellence (Customer Service & End-User Experience).- Business Continuity Representative for Dentons Business Service EMEA (assistance with the ISO 22301 accretidation process, passed in 2018).- Supporting Management with the ISO 27001 accreditation process (passed in 2018).- Creating/updating IT Quality Management System and assistance with ISO 9001 accreditation process (passed in 2018).- Creating Regional IT Customer Service Performance Reports for the Management (local/regional/global).- Create, document, review and update operational processes as appropriate and ensure the team understand and follow them consistently.- Building relationships across all departments and offices - to act as point of escalation and ownership for long term or complex issues or concerns.- Implementing change management tools on regional/global level (in progress).- Assisting the European Region Management with introduction of the IT Customer Service SLAs/KPIs. Introduction of the ticketing system in most EU Dentons offices - its management, staff training, management.- Ensuring that ITIL processes and procedures are in use within the department.- Member of the Corporate Social Responsibility governance body (responsible for all aspects of company's cooperation with a selected NGO). Show less

Warsaw, Masovian District, Poland

- Coordination of the matrix-organized virtual team working in 3 locations (Warsaw, Padeborn, Ilmenau) consisting of about 20 agents, incident managers and trainers- Management of 3 projects – over 3000 end-points in over 2000 locations in Germany and Austria – petrol stations (2nd line technical support: POS & BOS hardware and software, HHT, scanners, printers, external and tailor-made EFT solutions, Wet Data Management modules etc.)- Ensuring SLAs fulfillment (tickets solving… Show more - Coordination of the matrix-organized virtual team working in 3 locations (Warsaw, Padeborn, Ilmenau) consisting of about 20 agents, incident managers and trainers- Management of 3 projects – over 3000 end-points in over 2000 locations in Germany and Austria – petrol stations (2nd line technical support: POS & BOS hardware and software, HHT, scanners, printers, external and tailor-made EFT solutions, Wet Data Management modules etc.)- Ensuring SLAs fulfillment (tickets solving depending on their priority, phone answering)- Measuring, analysing and executing KPIs; ensuring the highest service level- Responsible for the performance of the team- Creating, co-creating, introducing and updating of the processes and procedures within the team- Coordination of the transition process of the German part of the team to Poland- Planning all team schedules and daily roles according to local laws and agents' skills- Quality Account Responsible- Leader of the supervisors' quality circle- Maaging external and internal escalations- Motivating, coaching, problem solving and evaluation of the team members- Coordination of trainings (soft skills, processes, project-related topics), creating goals, web-based and real-time on-site trainings, planing the content, evaluation including testing, follow-ups- Acceptance, distribution and monitoring of service requests- Enabling cooperation between the team and the company's departments- Creating reports and reporting to superiors - Participation in on-site and virtual meetings with the top management on the daily and weekly basis- Member of the Wincor Nixdorf recruitment team- Coordination of German teams at the Service Hub Europe East & Nordics (3 teams, 35 agents) and co-management of Spanish, Portuguese, Hungarian, Czech and Turkish teams (about 40 agents) – according to actual neers – as requested by the management (SLA supervision, KPI exection, daily business coordination, resource sharing coordination etc) Show less

Warsaw, London, New York

Start-up language travel agent located in London - web usability- product management- content management- contacts with language schools worldwide- sales & marketing etc- general business advisor as Smmite.com : social media, technology, content creation and management as well as the international education sector. as Business Advisor: Digital Melody - producer of the award winning indie game Timberman (no. 1 mostly downloaded free game app in over 20 countries… Show more Start-up language travel agent located in London - web usability- product management- content management- contacts with language schools worldwide- sales & marketing etc- general business advisor as Smmite.com : social media, technology, content creation and management as well as the international education sector. as Business Advisor: Digital Melody - producer of the award winning indie game Timberman (no. 1 mostly downloaded free game app in over 20 countries in July 2014), carpooling.pl - the first Europe-wide car sharing community. Show less

Warsaw, Poland

- Coordination of sales and marketing- Student recruitment- Identyfing appropriate educational agents- Agent visits and trainings- Creation of agents' incentives and promotional offers- Setting target plans for agents- Participation in local and international fairs and conferences (as exhibitor and as visitor)- Participation in fam trips- Support and advice for bort agents and individual clients- In-depth market reasearch, identifing niches and… Show more - Coordination of sales and marketing- Student recruitment- Identyfing appropriate educational agents- Agent visits and trainings- Creation of agents' incentives and promotional offers- Setting target plans for agents- Participation in local and international fairs and conferences (as exhibitor and as visitor)- Participation in fam trips- Support and advice for bort agents and individual clients- In-depth market reasearch, identifing niches and opportunities- Cooperation with football clubs, tour operators, insurance companies, airlines- New product development (language courses, language camps, Polish for foreigners)- Co-organisation of a tailor-made Polish courses for foreigners (based in Warsaw)- Concept and new solutions used in the company's brochures (educational language trips and youth groups)- Design and creation of new brochures (English & Soccer, Business & Executive language trips, Polish for foreigners)- Creative solutions - mobile platforms concept introduction- Website planning- Rebranding, new visual strategy- New sales channels- Social media strategy and content creation Show less

Gdańsk Area, Poland

- Creation of the Language Travel Department - Sales and Marketing coordination- Product management- Selection, training and exectuting target plans for sub-agents- Internal product training- Social Media policy (for the whole company)- Web content, optimisation, web usability- Press releases

Warsaw, Masovian District, Poland

Creation and management of an online-based travel organisation: travel agent specialized in youth travel and educational trips. Winner of the Language Travel Magazine Star Award (New Agency category) in 2009. - Full company administration- Sales and Management, incl. setting targets for parner agencies and negotiations with key partners and agencies- Pricing and budgeting- Negotiations with partners- Agent and sales team trainings and motivating- Creation of… Show more Creation and management of an online-based travel organisation: travel agent specialized in youth travel and educational trips. Winner of the Language Travel Magazine Star Award (New Agency category) in 2009. - Full company administration- Sales and Management, incl. setting targets for parner agencies and negotiations with key partners and agencies- Pricing and budgeting- Negotiations with partners- Agent and sales team trainings and motivating- Creation of "home travel agency" programme- Product development and management- Cooperation with language schools, sub-agencies, airlines, tour operators- Identifying sales opportunities (individuals, companies, state agencies)- Introducing new, original formats on Polish market- New sets of offers, innovative language camps and courses- Visa, travel, transfer agent and advisor- Student Recruitment- Participation in fairs, trainings, fam tours and conferences (local and international)- Content management- General web design, structure, web usability. Show less

Warsaw Area, Poland

Croatia, Egypt, Turkey

Warsaw Area, Poland

Turkey, Greece, Egypt, Tunesia

Management

Tourism And Hotel Management