Team Lead of Technical Support Group at T-Bank (ex. Tinkoff)
T-Bank (ex. Tinkoff) is looking for a Team Lead of Technical Support Group to manage the team and maintain a high level of technical culture within the company.
The Helpdesk team assists internal users with hardware and software issues. They provide guidance on how to properly use corporate equipment, disassemble and reassemble it, service software, and participate in process optimization and implementation projects.
We are seeking a Team Lead for the Technical Support Group. You will be involved in resolving complex technical incidents, acting as a technical expert and mentor for the team. Your responsibilities will include optimizing ticket processing workflows and implementing tools to improve work quality. You will build a strong and motivated team by participating in recruitment, training, and developing Helpdesk engineers.
Responsibilities:
- Coordinate the work of the second-level technical support: distribute tasks, manage the ticket queue, monitor SLA compliance, and establish processes for incident processing and initial analysis.
- Manage the team: conduct interviews, participate in adaptation and onboarding, act as a mentor, and support employee growth.
- Assign tasks to the team, monitor their execution and goal achievement, and conduct team and one-to-one meetings.
- Maintain and control user infrastructure solutions.
- Configure and update user devices, manage and control IT assets from deployment to inventory. Participate in equipment planning and procurement.
- Participate in the launch and modernization of sites and offices.
- Comply with regulations and instructions, prepare user and internal documentation: technical regulations and specifications, work instructions.
- Combine team management with participation in resolving complex technical tasks: approve technical solutions and act as a technical expert for the support team.
- Improve processes, manage crisis situations, participate in resolving complex incidents, and find ways to prevent them in the future.
- Ensure uninterrupted service operation and support the team in complex technical cases.
- Communicate with clients, approve solutions, write technical specifications, and coordinate work with adjacent teams: developers, information security, and others.
- Research, implement, and develop new solutions and services.
Requirements:
- At least 3 years of experience in technical support.
- Experience managing a support team of 5+ people.
- Understanding of support process construction and management principles: ITSM, SLA, Service Desk.
- Experience with user infrastructure: workstations, access, network, devices, meeting rooms, video conferencing systems.
- Experience analyzing support service workload, planning team growth, and optimizing work processes.
- Experience with IT assets and user infrastructure: CMDB, ITAM, devices, access. Understanding of the procurement process.
- Experience in administering and supporting identity and access management services: Active Directory, LDAP, SSO.
- Experience conducting technical and behavioral interviews, including assessing competencies and soft skills.
- Proficiency in basic management tools: delegation, goal setting, motivation, one-to-one meetings.
- Experience building communication with business and adjacent teams.
- Ability to establish escalation and initial incident analysis processes.
- Proficient in Windows and macOS administration.
- Ability to track and manage tasks, plan, and monitor their execution.
- Experience with Intune, SCCM, Jamf in large corporate and hybrid environments is a plus.
The Company Offers:
- Office-based or hybrid work format – as agreed with the manager.
- Opportunity to work in an accredited IT company.
- Voluntary Medical Insurance (VMI) with dental coverage, including check-ups, reimbursement for medication purchases, and preferential insurance terms for family members. Also includes accident and illness insurance.
- Career growth: take courses in soft and hard skills, develop with mentor support, and advance your level with a competency matrix and regular reviews.
- Strong community. Work with experts in your field, share knowledge, present at conferences, attend meetups, and write articles.
- Online consultations with psychologists, lawyers, financial advisors, and healthy lifestyle specialists.
- Compensation for sports club memberships, the T-Sport app for online classes, and team workouts with colleagues.
- 3 additional days of vacation – can be used for rest or compensated.
- Special rates on T-Bank products and a wide discount program from partners.
- Competitive salary – to be discussed during the interview.
