Responsibilities:
– managing the technical support team (first- and second-line support),
– planning the team’s work and effectively assigning tickets,
– monitoring the resolution of tickets in accordance with the SLA,
– ongoing monitoring of the quality of customer service,
– analysis and optimization of request-handling processes,
– conducting daily operational team meetings,
– monitoring performance metrics (SLA, MTTR, FCR, CSAT, backlog),
– preparing reports for management,
– Collaborating with the development department on error analysis and planning fixes,
– Overseeing the escalation of tickets to subsequent support levels,
– developing the knowledge base and service procedures,
– overseeing the creation of product documentation,
– conducting training and onboarding new employees,
– participating in the recruitment of technical support specialists,
– identifying areas requiring automation and improvement.
What we offer:
– Work on the development of modern IT products used by thousands of customers,
– A real impact on how the support department is organized,
– a high degree of autonomy and the opportunity to implement your own ideas,
– participation in the development of new products and services,
– stable employment,
– attractive compensation commensurate with experience,
– training and the opportunity to earn certifications,
– private health insurance,
– a sports card,
– flexible work hours,
– modern work tools,
– a friendly atmosphere within a team of specialists.
Requirements:
Mandatory requirements
– at least 1 year of experience managing a technical support team of at least 5 people,
– at least 2 years of experience as a Technical Support Specialist / Help Desk Specialist / Service Desk Specialist,
– experience working with ticketing systems (Jira Service Management, Zendesk, Freshservice, GLPI, OTRS, ServiceDesk Plus, or equivalent),
– practical knowledge of ITIL processes (Incident Management, Problem Management, Change Management),
– experience in defining, monitoring, and implementing SLA metrics,
– experience in analyzing and solving complex technical problems,
– the ability to manage priorities and organize the team’s work,
– experience working with development teams,
– familiarity with the Microsoft Windows environment,
– knowledge of computer networks (TCP/IP, DNS, DHCP, VPN),
– practical knowledge of Active Directory,
– Ability to analyze system and application logs,
– Knowledge of relational databases (Microsoft SQL Server or PostgreSQL) enabling the execution of basic SQL queries,
– Ability to create technical documentation and procedures,
– excellent interpersonal skills and the ability to conduct conversations with business clients,
– very good organizational skills for managing both personal and team work.
Nice to have:
– experience in a software development company,
– experience in supporting ITSM, Asset Management, IAM, DLP, Cybersecurity, Remote Management systems,
– ITIL Foundation certificate,
– knowledge of Agile or Scrum methodologies,
– knowledge of IT infrastructure monitoring tools,
– experience in Windows Server administration,
– knowledge of PowerShell,
– knowledge of Linux systems,
– experience with Microsoft 365 and Azure solutions,
– knowledge of English at least B2 level.
Qualities we are looking for
– responsibility for the assigned team,
– ability to make decisions under time pressure,
– independence,
– analytical thinking,
– problem-solving mindset,
– ability to motivate employees,
– assertiveness,
– excellent communication skills,
– customer focus,
– initiative in streamlining processes.
The following would be an added advantage:
– experience in building and developing support teams,
– experience in leading process optimization projects,
– experience in automating ticket handling,
– knowledge of Service Desk KPIs,
– experience in analyzing customer satisfaction (CSAT, NPS),
– experience in conducting technical training.