Head of IT HelpDesk in InProject Hub

IN Project is a full-cycle company in the field of software development and IT infrastructure. We implement modern digital solutions and constantly develop internal IT services.

We are looking for an Head of IT HelpDesk who can build an effective user support system, ensure the stable operation of the IT infrastructure and scale the service according to business needs.

Responsibilities:

• organization and management of the IT HelpDesk service;
• support team management and interaction with contractors;
• development, implementation and control of service standards (SLA, KPI);
• service quality control, analysis of user requests, optimization of processes;
• participation in projects for automation and digitization of support (Service Desk, ticket systems);
• maintenance of technical documentation, setting up technical documentation, prioritization and risk analysis;
• conducting trainings and mentoring of the support team;
• organization of IT equipment accounting and inventory;
• participation in the selection and adaptation of HelpDesk employees.

Requirements:

• experiencefrom 3 years in a senior position in IT Support / IT Operations;
• hands-on experience in managing a HelpDesk team (internal and/or outsourced);
• understanding of the principles of building and supporting SLA, KPI;
• experience in support quality control and contact analytics users;
• participation in the implementation of Service Desk / ticketing systems;
• knowledge of network technologies and profile equipment;
• basic knowledge of network security;
• confident command of Windows, office applications;
• work experience with Android and iOS at the advanced user level;
• basic knowledge of Linux and macOS;
• skills in preparing technical tasks and documentation;
• strong management and communication skills, training experience;
• experience in accounting for IT equipment and digital assets.

We offer:

• full payment of the relocation package to Lviv: search for an apartment according to your request, payment of rent, real estate services, ticket compensation;
• tasks with ahigh level of personal responsibility;
• communication with strong leaders and professionals;
• provision of modern equipment;
• corporate training and training;
• paid vacation, gifts from companies.