Senior IT Support Engineer (Team Lead)

Job Description About the Role: We are looking for an experienced IT professional to lead the IT Support team across Poland and North America. This hands-on role combines technical expertise with team coordination. Main Responsibilities: Provide technical mentoring and guidance to IT Support team members; Coordinate daily IT Support operations, including task assignment and prioritization; Implement, maintain, and improve support processes and procedures; Coordinate onboarding/offboarding, workstation setups, and IT asset management; Manage and maintain IT documentation, including creating and updating knowledge base articles; Oversee the IT Support ticketing system, ensuring timely resolution of issues and adherence to SLAs; Monitor system performance and identify areas for improvement; Participate in the planning and execution of IT projects; Collaborate with other IT teams to resolve complex technical issues; Stay up-to-date with the latest IT trends and technologies; Contribute to the development and implementation of IT security policies and procedures; Ensure compliance with IT security standards. Requirements: Bachelor's degree in Computer Science, Information Technology, or a related field; Proven experience (5+ years) in IT Support, with at least 2 years in a team lead or supervisory role; Strong technical skills in troubleshooting hardware, software, and network issues; Experience with Windows and macOS operating systems; Familiarity with Active Directory, Microsoft 365, and other common IT platforms; Excellent communication, interpersonal, and leadership skills; Ability to prioritize tasks, manage time effectively, and work under pressure; Strong problem-solving and analytical skills; Experience with ITIL or other IT service management frameworks is a plus; Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus. Benefits: Competitive salary; Health insurance; Paid time off; Professional development opportunities.