Team Lead IT Support

RedCore is an international business group that creates technological solutions for digital markets. Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.

We are looking for a Team Lead IT Support!

Requirements:

• 5+ years of experience in IT Support, Workplace Technology, or Corporate IT;
• 1–2+ years of experience leading or mentoring an IT Support team;
• Experience managing distributed teams across multiple office locations;
• Strong knowledge of Windows and macOS administration;
• Experience with enterprise identity and device management platforms;
• Hands-on experience administering Mobile Device Management (MDM) solutions;
• Experience with Apple Business Manager and Apple device lifecycle management;
• Experience with endpoint provisioning, configuration, compliance, and security management;
• Solid understanding of corporate network services (TCP/IP, DNS, DHCP, VPN, Wi-Fi);
• Experience with ITSM platforms and incident/request management processes;
• Experience managing IT asset lifecycle, inventory, hardware procurement, and vendor relationships;
• Strong understanding of SLA/KPI management and IT service delivery best practices;
• Strong troubleshooting, analytical, and organizational skills;
• Willingness to travel occasionally for short business trips to supported office locations;
• English: Upper-Intermediate (B2/B1+).

Will be plus:

• Experience supporting international companies with distributed offices;
• Experience implementing endpoint security and device compliance policies;
• Experience with automation (N8N) and scripting (PowerShell, Bash, Python);
• Experience building or improving IT Asset Management processes;
• Experience driving IT Support process improvements and operational excellence;
• Knowledge of ISO 27001 or similar information security frameworks;
• Experience working with office physical security systems (ACS, CCTV, intrusion alarm systems).

Soft Skills:

• Strong leadership and people management skills;
• Excellent communication and stakeholder management;
• Ability to prioritize effectively in a fast-paced environment;
• Ownership and accountability for service quality;
• Strong analytical and problem-solving skills;
• Process-oriented mindset focused on continuous improvement;
• Decision-making based on operational metrics and business priorities;
• Coaching, mentoring, conflict resolution, and negotiation skills;
• Adaptability and resilience in a dynamic international environment.

Responsibilities:

• Lead and coordinate a team of 6–7 IT Support Engineers across 2-3 locations;
• Organize team workload, priorities, and resource allocation to ensure efficient operations;
• Ensure high-quality IT support services by maintaining SLA compliance and continuous improvements;
• Coordinate onboarding/offboarding, ensuring timely provisioning of workplace equipment;
• Organize and oversee the rollout of corporate systems and workplace technologies;
• Ensure continuous availability of standardized hardware via procurement, inventory, and vendor management;
• Drive hardware standardization, asset inventory accuracy, and full hardware lifecycle management;
• Develop, maintain, and improve IT Support documentation, procedures, and KB articles;
• Collaborate with Infrastructure, InfoSec, HR, Procurement, and Workplace teams;
• Monitor team performance, conduct 1:1s, support development, and participate in hiring/reviews;
• Identify opportunities for process optimization, automation, and standardization;
• Prepare operational reports and provide regular updates on service quality and risks.

Our benefits to you: 

☘️An exciting and challenging job in a fast-growing business group, the opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance, and more 

🤝🏻Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed 

📍Beautiful offices in Warsaw, Limassol, Yerevan — work remotely or on-site with comfort and enjoy the opportunity to build a network of connections with professionals day by day 

🧑🏻‍💻Modern corporate equipment based on macOS or Windows and additional equipment are provided 

🏖Paid vacations, sick leave, personal events days, days off 

👨🏻‍⚕️Corporate healthcare program for your well-being 

💵Referral program — enjoy cooperation with your colleagues and get the bonus 

📚Educational support by our L&D team: internal and external trainings and conferences, courses on Udemy 

🦄Multiple internal activities: online platform with newsletters, quests, gamification, and presents for collecting bonuses, RedCore talks club for movie and book lovers, board games cozy evenings, special office days dedicated to holidays, etc. 

🎳Company events, team buildings