Team Lead IT Operations - Platform

📋 Description

• Lead the HelpDesk team (6 engineers in Kyiv, Lviv, Warsaw) and own IT service quality for multiple
• Build transparent ITSM processes (Incident, Request, Problem) and lifecycle automation
• Own SLA metrics (FRT, resolution time, CSAT) and drive data-driven improvements.
• Automate routine tasks and introduce AI-assisted service improvements.
• Manage Google Workspace and device management (macOS) via MDM (Jamf/Intune) with asset tracking.

🎯 Requirements

• 2+ years in Team Lead / Service Desk Manager / IT Support Lead roles.
• 3–4 person team management experience: hiring, development, performance.
• Proven ITSM/process improvement experience and SLA/metrics implementation.
• Strong SaaS & Cloud skills with Google Workspace administration and automation tools (GAM/API).
• macOS device management experience; MDM experience (Jamf Pro, Intune, Kandji).
• IAM/SSO administration experience (Okta, Google Identity or equivalent).

🎁 Benefits

• Modern tech stack: Okta, Jamf, Intune, Google Workspace.
• Career growth: path from Team Lead to higher scope within 12–18 months.
• Senior leadership exposure: direct report to IT & Security Director.
• Supportive culture with professional development and cross-border collaboration.