FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing IT Support teams, focusing on performance reviews, development plans, and effective onboarding processes. Proficient in troubleshooting complex IT issues and implementing ITSM practices to enhance operational efficiency.
Highest-signal resume keywords
IT Support Team LeadershipPerformance ManagementWindows and macOS SupportJira Service ManagementITIL Knowledge or Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT SupportService DeskIncident ManagementTroubleshootingAccess ManagementAutomation ImplementationAI Tools IntegrationEndpoint Management
Soft Skills
People ManagementCollaborationFeedback Delivery
Tools & Technologies
Jira Service ManagementMicrosoft IntuneIRUKandji
Certifications & Qualifications
ITIL Certification
Industry Keywords
ITSM PracticesSLA MonitoringOperational EscalationsKnowledge Base Management
Tech Stack
Tools & technologiesITSMMacOS
About the role
Key responsibilities & impact- Lead and develop L1 engineers through regular one-to-ones, feedback, performance reviews, and individual development plans
- Participate in hiring, onboarding, and training of team members
- Plan workload, priorities, holidays, and coverage across the team
- Monitor SLAs, response and resolution times, backlog, and ticket quality
- Manage operational escalations and ensure effective handovers to L2 and L3
- Support engineers with complex cases and participate in troubleshooting when needed
- Maintain and improve L1 procedures, onboarding and offboarding processes, and the knowledge base
- Identify opportunities for automation and AI-assisted work, and support the rollout of approved improvements
- Collaborate with Endpoint, Core, Atlassian, Security, and other teams on operational issues and changes
Requirements
What you’ll need- At least 4 years of experience in IT Support, Service Desk, or IT Operations
- At least 1 year of experience leading or managing an IT Support team
- Experience with people management, including performance reviews, development plans, hiring, and onboarding
- Practical knowledge of Windows and macOS support, corporate SaaS applications, user accounts, and access management
- Ability to troubleshoot complex workplace IT issues and guide engineers through their resolution
- Understanding of ITSM practices, SLAs, incident management, and escalation processes
- Experience with Jira Service Management or a comparable service desk platform
- English proficiency at B1 level or higher
- Proficiency in Russian, both written and spoken
- Nice to have: ITIL knowledge or certification
- Nice to have: Experience with endpoint management tools such as Microsoft Intune, IRU, or Kandji
- Nice to have: Experience introducing automation or AI tools into support workflows
- Nice to have: Experience working in an international company
Benefits
Comp & perks- Private health insurance
- Sports benefits
- Comprehensive Mental Health Program
- Free English lessons (online)
- Local language courses
- Paid time off
- Maternity leave support
- Referral program rewards
- Upskilling, internal workshops, and participation in professional conferences and corporate events