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About the Role
EU Work Shift: Mon-Fri 9:00 AM – 6:00 PM CET (10:00 – 19:00 GMT+3)
Location: remote.
Overview:
The Help Desk Manager / Team Lead will manage high-performing support team of three, ensure compliance with PCI DSS, SOC 1, and SOC 2 standards, and act as the central point of ownership for Microsoft 365 and company-wide IT tools. Visiting the Kyiv office bi-weekly.
Main Functions:
1. Manage and mentor a team of two help desk specialists, planning and organizing daily workflows.
2. Develop, track, and manage the IT support budget, ensuring efficient license allocation and cost control.
3. Oversee selection, rollout, and governance of IT tools used across the company.
4. Own and coordinate all stages of PCI DSS, SOC 1, and SOC 2 audits, ensuring successful certification and ongoing compliance.
5. Administer and optimize Microsoft 365 services, including Exchange Online, Teams, SharePoint, and Intune.
6. Monitor emerging M365 features, pilot them, and deliver internal training sessions to maximize adoption and productivity.
7. Prepare and present monthly reports on budget performance, licensing status, ticket metrics, and team productivity.
8. Coordinate office management activities, including vendor relations, facilities upkeep, and equipment provisioning.
Technical Skills:
1. 3+ year of experience as a Help Desk Team Lead, Manager, or in a similar role – must.
2. Proven Microsoft 365 administration skills with hands-on experience in Exchange Online, Teams, SharePoint, OneDrive, and Intune – must.
3. Experience with budget planning, tracking, and reporting – must.
4. Track record of successfully passing at least one PCI DSS and one SOC 1 or SOC 2 (or ISO) audit – nice to have.
5. Strong knowledge of IT systems, network security, and data protection practices.
6. Proficiency in using compliance and audit management tools
7. Strong organizational, analytical, and communication skills.
8. Ability to work effectively with a distributed team across multiple time zones.
9. Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Languages:
English: Intermediate and higher is a must.
Russian or Ukrainian: preferrable.