Company: a large federal company in the distribution and logistics sector

City: Moscow

Salary: 250–350 thousand rubles net

Work format: hybrid — remote and office in Moscow

About the company: A large company with a distributed infrastructure and a network of regional divisions.

Upcoming tasks: • Organization and development of L1/L2 technical support processes. • Optimization of request routing and escalations to L3. • Development of ITSM processes and implementation of ITIL practices. • Formation and control of SLA/KPI, analysis of support efficiency. • Development of a knowledge base, regulations, and IT service catalog. • Automation of Service Desk and reduction of repeat requests. • Management of a distributed team, employee development. • Improvement of service quality and user satisfaction.

Requirements: • Experience managing technical support or Service Desk. • Practical experience in building and optimizing ITSM processes. • Understanding of L1/L2/L3 principles and escalation management. • Experience with SLA/KPI and support efficiency metrics. • Experience in Service Desk automation, maintaining a knowledge base and service catalog. • Team management skills and interaction with adjacent IT departments.

Conditions: • Income 250–350 thousand rubles net, including a monthly bonus. • Hybrid work format: remote and office in Moscow. • Official employment according to the Labor Code of the Russian Federation from the first working day. • Fully legal (white) salary. • Annual indexation. • Opportunities for professional development and participation in IT projects.

Contact: recruiter contact