Helpdesk Team Lead
Posted:
- Location
- Kyiv
- Job type
- Permanent
As Helpdesk Team Lead
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.
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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.
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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