IT Support Team Lead

Quick Facts

• Role: IT Support Team Lead (Corporate IT)

Description

The IT Support Team Lead is a senior member of the Corporate IT team who provides hands-on end-user support while coordinating and overseeing daily support operations. You will lead the support team, mentor colleagues, manage ticket queues in the Service Desk system, and act as the first escalation point for complex incidents and service requests. The role also includes user training, basic system administration, and contribution to small IT projects.

Responsibilities

• Manage hardware and software support
• Own end-user support operations (Service Desk ticket management)
• Communicate effectively with end users across Europe
• Participate in small projects
• Train end users and create documentation, manuals, and video tutorials
• Support Active Directory and Microsoft Entra/Intune, including DNS, DHCP, and log review
• Analyze user requirements and prepare specifications for external suppliers
• Provide technical guidance and day-to-day support to the local IT support team
• Escalate and resolve complex incidents and service requests
• Monitor ticket queues and help ensure service level targets are met
• Coordinate support activities and prioritize team tasks when needed
• Support the Assistant Manager with operational/administrative activities
• Backup the Assistant Manager during absences to maintain continuity of IT operations

Requirements

• Secondary education
• Active knowledge of English (written and spoken)
• Driving license category B
• Knowledge of Windows 11
• Knowledge of MS Office applications and Microsoft 365 services
• Proven experience in end-user support or IT operations
• Ability to mentor and coach other support specialists
• Strong problem solving and decision-making skills
• Teamwork skills and ability to communicate with IT teams from other countries
• Ability to organize work effectively
• Team spirit, precision, and attention to detail
• Advantage: experience with IT Service Management processes (Incident, Request, Problem Management)

Benefits

• Education and systematic development
• Career advancement system
• Stable background of a successful international company
• Meal allowance
• Contribution to pension insurance
• After one year: monthly contribution to the benefit system
• Sick days (5 days per year)
• One extra week of vacation
• Flexible working hours with possibility to work from home

Role Start

Immediately

Work Location

Prague 5 – Smíchov