We are looking for a skilled and driven Help Desk Team Lead / Manager to oversee and improve our internal technical support operations. This team is the central entry point for all internal support requests and reported bugs. You will work closely with developers and product teams to troubleshoot issues, optimize processes, and ensure fast, effective resolutions.

Key Responsibilities

• Lead and manage the Help Desk team, ensuring high performance and motivation.

• Oversee all incoming support requests and bug reports, prioritize tasks, and assign work effectively.

• Monitor daily support operations and maintain high service quality and SLA compliance.

• Collaborate with development and product teams to investigate, escalate, and resolve technical issues.

• Create and maintain internal support policies, workflows, and documentation.

• Provide training and onboarding support for business users.

• Track and analyze team performance; generate daily, weekly, and monthly productivity reports.

• Handle complex technical or organizational issues directly when needed.

Requirements

• English: B1+ and Ukrainian

• Education: Degree in Computer Science, Information Technology, or a related field.

• Experience:

  • 2+ years in a Help Desk Manager or Technical Support Team Lead role.

  • Proven experience managing a team of at least 5 members.

  • Demonstrated success in improving team processes, defining SLAs, maintaining task trackers, and preparing performance reports.

• Technical Skills:

  • Strong troubleshooting experience across Backend / Frontend / Product-related issues.

  • Experience with Google Analytics, paid traffic flows, tracking systems, conversions, webhooks, and similar tools.

• Strong sense of responsibility, attention to detail, and a proactive mindset.

What We Offer

• Opportunity to work at the heart of a collaborative team supporting mission-critical operations.

• Room for professional growth and leadership development.

• Flexible work arrangements and supportive team culture.

• Competitive compensation package.