IT Support Team Leader (Cybersecurity & IT Infrastructure Team)
IT Support Team Leader (Cybersecurity & IT Infrastructure Team)
The IT Support Team Lead coordinates the IT support team, improves work processes, and is responsible for the administrative infrastructure (inventory, KPIs, and reporting), while also being involved in company-wide projects with significant business impact.
What you’ll have to do:
Processes & Automation
Develop and improve the team's work processes, including automations that reduce repetitive tasks.
Optimize the support workflow (intake, routing, escalation, closure).
Build effective collaborative relationships with other departments.
Ensure the asset inventory process (laptops, monitors, etc.) and the accuracy of data in the inventory management tool.
Team Development
Identify the growth potential of team members and build development plans for each of them.
Propose and organize training sessions and knowledge-sharing activities for the support team, based on identified development needs and newly introduced technologies or processes.
KPIs & Monitoring
Define KPIs together with the direct manager.
Monitor the task dashboard and the KPI list on a daily basis.
Review tickets and support responses weekly to ensure service quality and consistency.
Identify, based on observed situations and/or together with the team, the most effective ways to address and resolve tasks and tickets.
Create the reports and tools required for monitoring and review them periodically according to team and business needs.
Administrative Area
Coordinate the team's administrative activities (reporting, inventory records, process documentation).
Operations & Projects
Review requests received through support channels and provide assistance according to their criticality and complexity.
Ensure that established objectives and projects are delivered by each team member in line with agreed priorities and standards.
Actively contribute to projects with significant company-wide impact (e.g. BitLocker implementation, mailbox migrations).
What makes you a good fit:
Minimum 4-5 years of experience in IT Support / Service Desk, including at least 1-2 years in a similar role such as Team Lead, Senior Support, or informal team coordination.
Experience managing ticket flows and SLAs in a high-volume support environment (preferably e-commerce or complex organizations).
Experience defining and monitoring support KPIs.
Participation in large-scale IT projects (e.g. security rollouts, email migrations).
Higher education degree, preferably in IT or related fields (or equivalent through relevant experience).
JIRA / JIRA Service Management: dashboards, filters, reports, worklogs.
End-user administration: Windows, macOS, Microsoft 365 / Exchange, Active Directory / Entra ID.
Endpoint security: knowledge of BitLocker, MDM solutions, and device policies.
Automation and scripting (PowerShell or similar) is an advantage.
Asset inventory and fixed asset management tools.
Reporting and data analysis (Excel / BI).
ITIL certifications are an advantage.
Good level of English, written and spoken.
What makes you stand out:
Leadership and motivation: inspires trust, sets direction, and maintains team engagement, including in high-pressure situations.
Clear communication: explains technical topics in a simple way and adapts the message according to the audience (team, management, other departments).
Feedback and mentoring: provides regular feedback and improvement recommendations tailored to each team member and develops people through mentoring.
Delegation and accountability: distributes tasks according to each team member's competencies and areas of expertise and follows up on results.
Customer orientation: focuses on the quality of services and support provided, consistently considering the internal customer/internal user experience.
Analytical thinking and results orientation: interprets KPI data, identifies root causes, and takes corrective action while focusing on the best possible outcome.
Collaboration and influence: builds strong relationships with other departments and stakeholders, maintaining a strong partnership and collaboration mindset.
Initiative and continuous improvement mindset: proposes automations and process improvements by proactively identifying opportunities or implementing broader organizational directions.
Can-do mindset and proactivity: approaches a wide variety of situations with initiative and provides fast and effective solutions.
Working Schedule & Conditions
Standard working schedule of 8 hours per day.
Participation in the 24x7 On-Call rotation together with the team.
Availability for projects with company-wide impact, including outside regular working hours when required.
What we’ve prepared for you:
Medical subscription: Medicover or Regina Maria.
A flexible budget that you can invest in yourself as you wish: meal tickets, holiday tickets, cultural vouchers, private pension, foreign language classes, eMAG, Fashion Days, Therme & Genius, membership to different gyms or even professional development classes.
Different discounts from our partners: banking, mobile, dental medicine or wellness.
Access to the Bookster library and free credits on the Hilio psycho-emotional health platform.
An accelerated learning environment, with access to over 100.000 curated online resources and platforms, learning academies and development programs.
New headquarters, where sleek design, natural light, and versatile spaces create an energizing and comfortable environment for hybrid work.
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