Lead IT ServiceDesk

• Lead ServiceDesk team of 3−5 specialists, manage resources according to the needs and team workload;
• Provide mentoring and training to other team members;
• Manage project onboarding, workstation and software preparation, tools setup;
• Act as the communication bridge between support, infrastructure, and production teams;
• Report to upper management regarding ServiceDesk performance, SLAs;
• Discover the bottlenecks and optimize processes within the area of responsibility;
• Provide support to Studio's employees on L2/L3 level, working with ServiceDesk ticket system;
• Perform deep user hardware and software bug analysis, resolve non-standard and complicated support cases;
• Manage information security for end-user systems, handle security incidents, and reports;
• Maintain and contribute to ServiceDesk Knowledge Base;
• Perform IT asset management and tracking;
• Provide excellent customer service in addition to resolving issues within a defined SLA.

• Have 2+ years of working experience as a ServiceDesk/Support Team Lead or Manager;
• Understand the principles of Incident management, Problem management, Asset management, ITIL/ITSM;
• Excellent knowledge of user operating systems (Windows, MacOS), MS Office (O365), Art software (Autodesk, Adobe, etc.) and Dev (VS, Git) software;
• Experience in performing workstation setup, PC and notebook repair, excellent knowledge of all kinds of PC hardware;
• Knowledge of Enterprise Antivirus, DLP and Asset Management systems;
• ServiceDesk ticketing system administration (Jira Service Management, ServiceNow, or Freshservice);
• Work with Microsoft AD, Office365 admin;
• Basic network administration and troubleshooting;
• Aware of ServiceDesk automation tools (Powershell, Intune or SCCM, WDS);
• Knowledge of IT security principles;
• Experience in managing distributed Team (2−3 locations/countries);
• Working experience in IT outsourcing or Gamedev company;
• Good English (at least B1 - spoken and written);
• Excellent communication skills;
• Problem solving, service-oriented approach.

• VOLMI collaborates with leading global studios and publishers, allowing you to work on diverse and innovative game projects;
• The company provides opportunities for professional advancement, including access to training, workshops, and other learning programs, helping employees develop their skills and knowledge;
• Clear and transparent employee growth assessment system with regular feedback for your career development;
• As part of Virtuos, VOLMI offers access to an international network of studios, opening up opportunities to work on global projects and with teams from around the world;
• The VOLMI environment values creativity and innovation, allowing employees to realize their ideas and participate in exciting creative processes;
• The modern office is located in the heart of Kyiv - on Podil, one of the most atmospheric districts of the city;
• Medical insurance;
• Support for employees during blackouts to ensure uninterrupted work both in the office and remotely for employees outside the Kyiv region;
• The possibility of remote work and flexible schedule on corporate equipment;
• A transparent system for employment types and interaction with employees, as the company is a resident of Diia.City;
• Opportunities to engage in corporate social responsibility (CSR) projects. Let's make games better together!

work.ua