IT Service Desk Lead- Platform

SKELAR
Ukraine, Lviv
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Service mindset","Problem solving","Communication","People leadership","Calm in critical situations"]

Lead the HelpDesk team (6 engineers across Kyiv, Lviv, Warsaw) and own IT service quality for users across SKELAR’s international businesses. Build and improve ITSM processes (Incident/Request/Problem), define SLA and service metrics, and expand self-service with knowledge and automation. Drive onboarding/offboarding automation with HRIS, Okta, and device management (Jamf/Intune), and administer Google Workspace with strong endpoint and identity practices.

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FursaFursa
SKELAR
SKELAR
3 days ago

IT Service Desk Lead- Platform

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Lead the HelpDesk team (6 engineers across Kyiv, Lviv, Warsaw) and own IT service quality for users across SKELAR’s international businesses. Build and improve ITSM processes (Incident/Request/Problem), define SLA and service metrics, and expand self-service with knowledge and automation. Drive onboarding/offboarding automation with HRIS, Okta, and device management (Jamf/Intune), and administer Google Workspace with strong endpoint and identity practices.
Location: Ukraine, Lviv
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage the HelpDesk team (6 engineers across Kyiv, Lviv, Warsaw), including goal setting, 1:1s, performance reviews, development, and involvement in hiring distributed team members.
  • •Be the final escalation point for complex support cases and maintain calm during critical incidents.
  • •Develop and run ITSM processes (Incident, Request, Problem management) using the service desk system and improve a service-oriented culture.
  • •Own SLA and service quality metrics (e.g., FRT, resolution time, CSAT), run analytics, and drive improvements based on data.
  • •Automate onboarding/offboarding (joiner–mover–leaver) by integrating HRIS, IdP (Okta), and device management (Jamf/Intune), and automate routine ticket work using AI tools.

Pay and Benefits

Perks:Health InsuranceTravel AllowanceMeal AllowanceGym Membership

Key Requirements

  • •2+ years experience as Team Lead, Service Desk Manager, or IT Support Lead.
  • •Experience managing a support team of 3–4 specialists (hiring, development, performance).
  • •Experience building or significantly improving ITSM service processes including SLA and metrics.
  • •Strong Google Workspace skills (administration, security, audit) and automation using GAM/API.
  • •Expertise in device management for macOS with MDM tools (Jamf Pro, Intune, Kandji) and IAM/SSO administration (Okta or equivalent).
Experience:2+ years
Skills:Service mindsetProblem solvingCommunicationPeople leadershipCalm in critical situations
Certifications:ITILOkta CertifiedGoogle Workspace Professional AdminJamf Certified
Tech Stack:OktaGoogle WorkspaceGAMGoogle IdentityJamf ProJamfIntuneKandjiMDMHRISIAMSSOService DeskITSMAI assistantsPythonBashApps ScriptIdPMDM (Jamf/Intune)

Company Brief

SKELAR
Skelar develops cloud-native software solutions and developer tools, focusing on bespoke SaaS products and technical consultancy to help organizations build and deploy scalable applications and integrations.
Industry: Developer Tools
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