IT Service Desk Lead- Platform

About the Position

IT Service Desk Lead - Platform

SKELAR is a venture builder that creates consumer businesses leading global markets in EdTech, Mental Health, Petcare, FashionTech, and more. Our tech products are used by over 10 million people worldwide and have received recognition from Product Hunt, The Webby Awards, and TrustPilot.

We are looking for an IT Service Desk Lead to join our SKELAR ecosystem, which builds international IT businesses with big ambitions. This role is for a leader ready to manage a HelpDesk team and ensure high-quality IT service for hundreds of users across our businesses.

Your mission is to transform support into a system service with transparent processes, metrics, and automation, where technology helps the business run fast without creating barriers. You will manage a HelpDesk team, develop ITSM processes, and automate the employee lifecycle (onboarding/offboarding).

Location

Kyiv; Lviv

Employment Type

Full time

Location Type

On-site

Responsibilities

1. People Management:

• HelpDesk Team (6 engineers: Kyiv, Lviv, Warsaw): goals and priorities, 1:1 meetings, motivation, performance reviews, engineer development, and recruitment, including experience managing a distributed team.
• Escalations: be the final point for complex support cases and maintain calm in critical situations.

2. IT Service Management (ITSM) and Processes:

• Developing a Service Culture: building transparent Incident, Request, and Problem Management processes based on the Service Desk system.
• SLA & Metrics: developing and monitoring service quality indicators (FRT, resolution time, CSAT), analyzing team performance, and implementing data-driven improvements.
• Knowledge Base and Self-Service: ensuring common issues are resolved without tickets.

3. Automation and AI:

• JML Processes (joiner–mover–leaver): automating onboarding/offboarding through integration with HRIS, IdP (Okta), and MDM (Jamf/Intune).
• AI in Service: automating routine tasks in tickets, AI assistants for the first line, and adopting AI tools in the team.

4. Endpoint and Services:

• Google Workspace: confident domain administration, auditing, and automation (GAM).
• Device Management: managing the hardware fleet (mainly macOS) through MDM - Jamf/Intune, lifecycle, asset accounting.
• Procurement: hardware and licenses in coordination with procurement.

Requirements

Experience and Management:

• Experience as a Team Lead / Service Desk Manager / IT Support Lead for at least 2 years.
• Experience managing a support team of 3-4 specialists: hiring, development, performance.
• Experience in building or significantly improving service processes: SLA, metrics, practical experience with ITSM systems.

Technical Expertise:

• SaaS & Cloud: confident knowledge of Google Workspace (administration, security, audit) and automation tools (GAM/API).
• Device Management: expertise in macOS and experience with MDM systems (Jamf Pro, Intune, Kandji).
• Identity: practical experience with IAM/SSO (Okta, Google Identity, or equivalent) at the administration level.
• Automation: a habit of eliminating manual routines - scripts, integrations, no-code, or AI tools.

Soft Skills:

• Service Mindset: treating internal users as clients and being able to instill this in the team.
• Problem Solver: ability to remain calm in critical situations and find effective solutions.
• Communication: ability to explain technical things to the business and provide clear context to the team.

Nice to Have

• Certifications: ITIL, Okta Certified, Google Workspace Professional Admin, Jamf Certified.
• Experience writing scripts (Python/Bash/Apps Script) for routine automation.
• Experience implementing AI tools in service processes.
• Experience working in ecosystems with multiple businesses (venture builder, holding, group of companies).

Why This Role is Exciting Now

• The function is in active transformation: we are building ITSM processes - you won't inherit the ready-made ones but shape them yourself.
• Modern stack to work with: Okta, Jamf, Intune, Google Workspace.
• Real growth path: the function is growing, and within 12-18 months, a strong leader can grow with the expanding scope.
• Direct report to the IT & Security Director - a short path to decisions, without bureaucracy.

If you are looking for an opportunity to influence processes, work in a highly professional team, and develop your skills - join SKELAR!

At SKELAR, we have built an environment for professional self-realization:

• SKELAR Platform: the operational core of the venture builder, helping founders quickly go from zero to one. While business teams focus on the product, 10+ teams within the Platform handle Legal, Finance, HR, Admin, Talent Acquisition, Employer Branding, IT, and more.
• Network and Experience Sharing as Part of Culture: among our colleagues are co-founders who have launched multiple businesses, as well as the strongest specialists in the market. Thus, we have access to the necessary expertise at our fingertips.
• Exclusive Domain Education: we have created our own training programs for teammates to choose from - from a 2-month school for novice managers to intensives on AI and professional clubs for development, product management, etc.
• Impact on Systemic Support for Ukraine: we have the SKELAR foundation, created by SKELAR employees, which implements important social projects through every employee. For example, we founded the first accelerator for veterans in Europe and are creating a platform for supporting veterans at the state level.
• Ecosystem for Productive Work: spaces have been created for SKELAR employees that inspire results - with their own gym, climbing wall, green zones Bali, and libraries. In spaces where service, security, and comfort are synchronized with the pace of team growth, we get a wow experience and work more efficiently.
• Care for Daily Comfort: Breakfasts, lunches, access to sports training in Kyiv or partial compensation for classes in Warsaw, health insurance, paid business trips if the role requires them, corporate discounts from partners.

We will tell you more at our introductory meeting.

We invite you to build the next big everything with SKELAR together!