We are currently looking for an experienced Technical Support/ Service Desk Lead, with hands-on experience, who is willing to guide the team as well as act as an individual contributor in the Technical Support field. Your primary responsibility will be to manage the Technical Support with Tier1 & Tier2 support levels with the following responsibilities of assuring that your team and when needed you provide top-level technical support meeting agreed SLAs. You and your team will support and be behind Interactio's clients’ events organized by the top European Institutions and the United Nations organization.

If you are hungry for success, already have the Service Desk and/or Technical Support leadership experience & looking for the best place to use it while also being a part of something big - let's talk!

WHAT WILL YOU DO:

• Manage Service Desk & Technical Support within the company - the system with its processes is here, but a fresh look & action is expected
• Design processes and procedures to deliver top-notch service and operational efficiency
• Supervise & be a part of hands-on Technical Support Tier 1 & Tier 2 team
• Oversee Incident Management process & guarantee deliverables of the set objectives
• Manage day-to-day operations: SLAs & goals achievement, handling escalations
• Gather, group, distribute & initiate the act of information from customers - be the voice of customers within the company
• Potentially manage equipment & software needs (find, purchase, organize logistics, set up & preparation) for service delivery
  
  

WHAT WE EXPECT YOU TO HAVE:

• 2+ years of experience in leading Technical Support
• Knowledge in Service desk tools
• Knowledge of ITIL
• Proactive, forward-thinking, solution-oriented, and with a high sense of ownership personality
• Customer-centric approach
• Effective communication, collaboration, and stakeholder management skills
• Proficiency in written English
  
  

SKILLS THAT WOULD BE IN YOUR ADVANTAGE FOR THIS ROLE:

• Experience and knowledge working with computer networks (Cloud, TCP/IP protocols, and similar)
• Experience and knowledge in Audio/Video systems, AV conferencing and interpretation infrastructures, and VoIP/AVoIP solutions
• Project management experience
• Experience in SAAS business

SALARY: 3200-4800 EUR gross

WHAT WE OFFER:

• Exciting fast-paced international environment (hey, we are building multilingual bridges & shifting the global market!)
• Flexible working conditions: we offer 2 modern office spaces in Lithuania - in Vilnius & in Klaipeda and a possibility to work remotely
• Comprehensive health insurance
• Wellbeing days off
• Learning & development budget for your growth
• Gifts to celebrate your special personal events
• Platform with 400+ exclusive discounts
• Regular company events
• The most exciting & challenging client list you can get globally
• Potential to earn options in the company
• An awesome international team to work with and the chance to bring our exciting technologies to the market

Interactio believes in fair treatment of all our employees and commits to promoting diversity in our employment practices. We do not discriminate in employment based on gender, race, nationality, language, origin, social status, views, convictions, beliefs, age, sexual orientation, disability, ethnicity, or religion. Our Equal Opportunities Policy applies to hiring, training, remuneration, promotion, and dismissal. We base all our employment decisions on merit, job requirements, and business needs.