IT Service Desk Lead- Platform
Core
Lead a distributed HelpDesk team and build systematic IT service processes, automation, and self-service for hundreds of users across multiple consumer businesses.
Role type
Senior IT Service Desk Lead / Team Lead
Builds
ITSM processes, automated onboarding/offboarding workflows, and self-service knowledge bases for internal users.
Domain
IT Operations / Service Management / Enterprise Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Team leadership, ITSM process design, SLA & metrics management, Google Workspace administration, MDM (Jamf/Intune), Identity management (Okta), Automation scripting, AI tool adoption
Preferred skills
ITIL certification, Python/Bash scripting, AI implementation experience, Venture builder ecosystem experience
Technologies
Google Workspace, Okta, Jamf Pro, Intune, Kandji, HRIS, IdP, MDM
Responsibilities
Manage a distributed team of 6 HelpDesk engineers across Kyiv, Lviv, and Warsaw; Develop Incident, Request, and Problem Management processes; Automate employee lifecycle (onboarding/offboarding) via HRIS and IdP integrations; Administer Google Workspace domain and security; Manage device lifecycle for macOS park via MDM.
Seniority
Senior, hands-on IC with people management