Job Description, Responsibilities & Requirements
About the Position
CHI Software is a global software development services provider delivering AI-driven solutions, cloud services, data engineering across EdTech, FinTech, and HealthTech. We help businesses modernize, scale, and unlock new value through the latest technologies.
We are looking for a Service Desk Lead (L1) who can take ownership of shift coordination, support VIP users, and act as a key decision-maker during critical incidents.
This position bridges the gap between L1 and L2 levels, making it an ideal opportunity for those who have outgrown traditional technical support roles and are looking for more responsibility and the chance to make a greater impact.
Responsibilities
- Supervising daily Service Desk operations and supporting the team during shifts
- Providing VIP / Executive support with a high level of attention and professionalism
- Acting as a Major Incident Triage Lead for P1/P2 incidents
- Quickly identifying critical outages and ensuring an immediate response
- Monitoring SLA dashboards and keeping response and resolution times on track
- Routing and escalating tickets to the appropriate L2 teams without delays
- Coordinating communication between teams during incidents
Requirements
- Experience in Service Desk / Technical Support (L1/L1.5/L2)
- Strong understanding of incident management and escalation processes
- Ability to stay calm and make decisions under pressure
- Experience working with SLAs and ticketing systems
- Strong communication skills and a sense of ownership
- English: Upper-Intermediate (B2) or higher
- Comfortable working in an international environment
We Offer
- Increased responsibility beyond standard L1 scope
- Involvement in major incident management and service continuity
- Exposure to complex, business-critical environments
- Opportunities for professional growth and leadership development
- A collaborative international work environment
Our Perks
- Covered vacation period: 20 business days and 5 days off
- Free English classes
- Flexible working schedule
- Truly friendly and supporting atmosphere
- Working remotely or in one of our offices
- Medical insurance for employees from Ukraine
- Legal support
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