Helpdesk Team Lead
- We are looking for an experienced and proactive Helpdesk Team Lead to join our team. If you thrive in a dynamic environment and have strong leadership skills, we want to hear from you!
- Helpdesk TL is responsible for leading the Helpdesk Team, ensuring high-quality technical support for our users, and implementing best practices for continuous improvement.
Lviv| Kyiv Full-Time | Helpdesk
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job description
WHAT YOU’LL DO
- Oversee the daily operations of the Helpdesk Team.
- Monitor and ensure timely resolution of helpdesk tasks.
- Act as the escalation point for complex or unresolved issues.
- Develop and implement processes to improve efficiency and user satisfaction.
- Collaborate with other teams to ensure smooth helpdesk operations.
- Manage hardware stock and inventory.
- Prepare regular reports on helpdesk performance and improvement areas.
- Act as a backup for the Helpdesk Specialist (when needed).
WHAT WE EXPECT FROM YOU
- Proven experience in a helpdesk support, or similar role, with at least 2+ years in a leadership role.
- Strong technical knowledge of helpdesk systems and troubleshooting (Windows, macOS, Linux Desktop, and mobile devices).
- Basic knowledge of network protocols: DHCP, DNS, TCP/IP, ICMP.
- Basic experience in configuring network equipment: switches, routers.
- In-depth understanding of hardware components (laptops, desktops, printers, peripherals).
- Knowledge of software tools like Microsoft 365, Google Workplace, Slack, and enterprise applications.
- Expertise in helpdesk ticketing systems and remote tools (e.g., Jira, TeamViewer).
- Expertise in managing user permissions.
- Ability to configure and optimize helpdesk workflows.
- Strong reporting skills for presenting KPIs, SLAs, and trends to stakeholders.
- Strong understanding of the “high-level service” approach.
- English - Intermediate or higher.
- Experience in IT sector (nice to have).
- Basic experience in configuring network equipment: Mikrotik, Ubiquiti (nice to have).
- Effective communicator with problem-solving skills.
- Skilled in meeting deadlines.
- Able to explain technical concepts in layman’s terms to non-technical users.
- Able to mentor, coach, and motivate team members.
- Comfort working in fast-paced, dynamic environments.
- Proactive about staying updated on new technologies, tools, and industry trends.
Do you want to know some details about this position?
Anna will help!more details
HOW IT WORKS
- Stage 1: pre-screen with a recruiter.
- Stage 2: interview.
- Stage 3: test task.
- Stage 4: final interview.
- Stage 5: reference check.
- Stage 6: job offer!
A trial period for this position is 3 months, during which we will get used to working together.
WHAT WE OFFER:
- 28 business days of paid off
- Flexible hours and the possibility to work remotely
- Medical insurance and mental health care
- Compensation for courses, trainings
- English classes and speaking clubs
- Internal library, educational events
- Outstanding corporate parties, teambuildings
WHAT WE OFFER:
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