Overview
Required Skills
Helpdesk: middle
Zoho(People, CRM, Analytics, Invoicing): soft
Support: strong
We are looking for an IT Support Lead to manage and evolve our end-to-end IT support function across Level 1 (HelpDesk), Level 2 (Infrastructure), and Level 3 (Applications & Corporate Systems).
- This role is focused on service reliability, user experience, and operational excellence, ensuring seamless support across:
End-user services and HelpDesk operations - Core IT infrastructure
- Business-critical applications (CRM, HR, recruitment, internal tools)
You will lead a cross-functional support team and act as the central coordination point between users, engineering teams, and external vendors.
ABOUT INNOVECS
Innovecs is a global digital services company with a presence in the US, the UK, the EU, Israel, Australia, and Ukraine. Specializing in software solutions, the Innovecs team has experience in Supply Chain, Healthtech, Collaboration Tech, and Gaming.
For the fifth year in a row, Innovecs is included in the Inc. 5000 and recognized in IAOP’s ranking of the best global outsourcing service providers. Innovecs is featured in the Global Top 100 Inspiring Workplaces Ranking, and won gold at the Employer Brand Management Awards.
Our value to you:
- Flexible working hours
- Competitive compensation
- Complete Hardware/Software setup – anything you need for work
- Open-door culture, transparent communication, and top management at a handshake distance
- Health insurance, vacation, sick leaves, holidays, paid maternity/paternity leave
- Access to our learning & development center: workshops, webinars, training platform, and edutainment events
- Virtual team buildings and social activities
Does this resonate with you? Send over your CV, and let's get to know each other better.
Innovecs is an equal opportunity employer. All hiring decisions are based on professional qualifications, skills, and experience. We are committed to a transparent, merit-based recruitment process that prevents discrimination and ensures equal opportunities for all candidates. Reasonable accommodations are available upon request throughout the recruitment process to support accessibility and inclusion.
Requirements
- 5+ years in IT support / service operations
- Proven experience managing or coordinating multi-level support (L1–L3)
- Experience working with infrastructure support teams (L2)
- Experience managing or coordinating small-to-mid size teams
- Technical Skills
- Solid working knowledge of:
- Microsoft ecosystem (M365, Active Directory)
- Azure (basic operational level)
- AWS (basic familiarity)
- Experience supporting:
- SaaS applications (CRM, HR systems, ATS)
- User lifecycle and access management
- Familiarity with:
- ITSM / ticketing systems
- Automation tools (low-code/no-code is a plus)
- Other Requirements
- Experience working with third-party vendors
- Exposure to ISO 27001 or similar security frameworks
- Strong English communication skills
- Success Metrics
- HelpDesk performance (L1 efficiency, CSAT)
- Clear and effective L1–L3 escalation model
- Alignment with ISO 27001 operational requirements
- Nice-to-Have
- Certifications (optional):
- ITIL
- Microsoft / Azure
- ISO 27001
Responsibilities
- End-to-End IT Support Ownership (L1–L3)
- Own and manage the full IT support lifecycle and team of 4 people:
- L1: HelpDesk / user support
- L2: Infrastructure and workplace services
- L3: Business applications and corporate systems
- Define and implement clear escalation paths and ownership boundaries
- Ensure high-quality user support experience across all levels
- Track and improve SLAs, response times, and resolution quality
- Level 2 – Infrastructure Support Oversight
- Supervise support of:
- Microsoft ecosystem (M365, Active Directory, endpoints)
- Azure environment and basic AWS workloads
- Networking and workplace infrastructure
- Ensure reliability and performance of day-to-day IT services
- Coordinate issue resolution for incidents impacting multiple users or systems (Note: This role is not expected to be a deep infrastructure architect but must understand and manage L2 effectively.)
- Level 3 – Applications & Corporate Systems
- Oversee support and administration of key business systems:
- CRM platforms, HR / People systems, Accountting & Finance
- Recruitment / ATS tools
- Internal automation tools and workflows
- Coordinate with internal teams and vendors on:
- Issue resolution
- System improvements
- Integrations between tools
- Ensure business continuity of critical systems
- Team Leadership & Coordination
- Lead support team (L1–L3)
- Define roles, responsibilities, and development paths
- Facilitate collaboration between:
- Support team
- Engineering / development teams
- External vendors
- Service Improvement & Automation
- Identify opportunities to:
- Automate repetitive support tasks
- Improve workflows across systems
- Optimize tooling ecosystem (ITSM, ticketing, integrations)
- Security & Compliance Support
- Support implementation and operation of ISO 27001 controls
- Ensure proper handling of:
- Access management
- User lifecycle processes
- Incident logging and response
- Collaborate on audits and compliance activities
- AI & Automation Readiness (Supporting Role)
- Ensure support readiness for AI-powered tools and assistants
- Help integrate AI tools into daily support operations (e.g., ticket triage, knowledge retrieval)
What our people say
Inha Hryhorieva-Semenchuk,
Lead Recruiter