IT Support Lead

About the Position

Ciklum is looking for an IT Support Lead to join our team full-time in Ukraine. We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts, and product owners, we engineer technology that redefines industries and shapes the way people live.

As an IT Support Lead, become a part of a cross-functional development team engineering experiences of tomorrow. The primary goal of the IT Support Lead role is to supervise and coordinate the activities of the IT Operational Support team, ensuring the smooth operation of technology systems. This role aims to manage technical support activities, oversee Service Desk operations, and ensure adherence to service level agreements.

You will lead negotiations with IT service providers and vendors, and engage with the Procurement department to facilitate the delivery of IT equipment.

Responsibilities

• Provide direct supervision of the technical support staff and manage all incoming technical support inquiries
• Set quarterly goals for the IT Operational Support team, monitor their implementation, and develop reports tracking team performance
• Provide advanced technical support to end-users and be the point of contact when it comes to technical escalations
• Collaborate closely with IT Support Engineers to strategize and implement effective solutions for intricate technical problems
• Oversee the IT stock, proactively coordinate the procurement of IT components, and manage IT assets using the Assets Management Tool
• On-board all new technical support team members and provide in-depth specialist knowledge to coach colleagues
• Conduct interviews with applicants to assess their technical competencies, team fit, and alignment with company values
• Assist in the creation of team KPIs, and review all technical support related processes and documentation for continuous improvement

Requirements

• Proven leadership experience, including mentoring and guiding a team towards shared goals. Experience in managing customer-focused team members
• Proficiency in administering Windows, Linux, and macOS operating systems, Microsoft products, Networks, Google Apps, Active Directory, ABM, and MDM
• Deep understanding of ITIL principles and excellent communication skills
• Advanced proficiency in verbal and written English for effective communication and documentation
• Bachelor’s degree in Computer Science, Information Technology, or a related technical field

We Offer

• Strong community: Work alongside top professionals in a friendly, open-door environment
• Growth focus: Take on large-scale projects with a global impact and expand your expertise
• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
• Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies
• Flexibility: Enjoy radical flexibility – work remotely or from an office, your choice
• Care: We’ve got you covered with company-paid medical insurance, mental health support, and financial & legal consultations

About the Company

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress. As one of Ukraine’s largest IT companies and a top employer recognized by Forbes, we’ve spent over 20 years delivering meaningful tech solutions. We proudly support diverse talent and military veterans, recognizing their unique skills and perspectives they bring to shaping the future.

Explore, empower, engineer with Ciklum!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.