IT Service Desk Lead- Platform

📋 Description

• Lead HelpDesk team and own IT service quality across multiple negócios.
• Transform support into a system with transparent processes, metrics and automation.
• Manage onboarding/offboarding lifecycle and ITSM process development.
• Oversee incidents, requests and problems with KPI tracking (FRT, resolution time, CSAT).
• Drive knowledge base and self-service to reduce ticket volume.
• Coordinate cross-location support (Kyiv, Lviv, Warsaw) for a distributed team.

🎯 Requirements

• 2+ years in Team Lead / Service Desk Manager / IT Support Lead roles.
• Experience leading a 3-4 person support team; hiring, growth, performance.
• Strong ITSM experience; SLA, metrics and process optimization.
• Expertise in Google Workspace, GAM and automation (GAM/API).
• Device management with macOS and MDM (Jamf/Intune, Kandji).
• IAM/SSO administration (Okta, Google Identity or similar).

🎁 Benefits

• Modern tech stack: Okta, Jamf, Intune, Google Workspace.
• Professional development, AI-enabled service processes and growth opportunities.
• Competitive compensation and daily comfort perks (meals, medical, travel).
• Join a venture-builder with global reach and impactful mission.