• Responsibility for delivering top quality Helpdesk support and service to internal and external customers
  • Lead technical services team towards reaching and sustaining an excellent level of customer service as well as resolving technical issues within SLA;
  • Responsibility for creation of appropriate documents, reviews, revision and improvement of Helpdesk processes, workflows, and procedures relevant to the team’s work
  • Responsibility and oversight for creation & maintenance of documentation for Helpdesk Knowledge base
  • Day to Day operational management of the Helpdesk team
  • Monitoring & reporting on Helpdesk statistics, resolutions times, missed SLAs & issue trends
  • Managing critical client incidents and act as a point of escalation for the team
  • Ensuring compliance with client SLA’s and department KPI’s
  • Mentoring team members, managing training and development plans
  • Participation in Software and Equipment procurement management and asset management
  • Participation in Department budgeting process


  • Bachelor's degree in computer information technology or related curriculum from an appropriately accredited institution;
  • 4 years of experience working in an IT/Help Desk Environment, including experience supervising a technical support team is required
  • Familiarity with ITIL Standards and Processes/ITIL Certification
  • Strong spoken and written command of English language


  • Working with an international team of world class professionals on exciting and challenging projects
  • Relocation program for new hires
  • Learning & Development opportunities – mentoring, lectures, participation at industry conferences and events
  • Medical Insurance package
  • Sensible flexible working hours
  • Breakfasts, snacks and fruits available during the day, tea and coffee machines
  • Friendly team and a friendly environment
  • Casual workplace environment in downtown St. Petersburg; including bicycle parking, gym, game and chill-out zones
  • Additional benefits – care bonus to cover health, educational and safety needs, three paid days without sick list during a year, corporate parties and team buildings, referral bonuses and many more others.
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