Job VC
IT Support Lead
Technologies
Description
We are looking for an
IT Support Lead
to manage and evolve our end-to-end IT support function across Level 1 (HelpDesk), Level 2 (Infrastructure), and Level 3 (Applications & Corporate Systems).
This role is focused on service reliability, user experience, and operational excellence, ensuring seamless support across:
End-user services and HelpDesk operations
Core IT infrastructure
Business-critical applications (CRM, HR, recruitment, internal tools)
You will lead a cross-functional support team and act as the central coordination point between users, engineering teams, and external vendors.
ABOUT INNOVECS
Innovecs
is a global digital services company with a presence in the US, the UK, the EU, Israel, Australia, and Ukraine. Specializing in software solutions, the Innovecs team has experience in Supply Chain, Healthtech, Collaboration Tech, and Gaming.
For the fifth year in a row, Innovecs is included in the Inc. 5000 and recognized in IAOP’s ranking of the best global outsourcing service providers. Innovecs is featured in the Global Top 100 Inspiring Workplaces Ranking, and won gold at the Employer Brand Management Awards.
Our value to you:
Flexible working hours
Competitive compensation
Complete Hardware/Software setup — anything you need for work
Open-door culture, transparent communication, and top management at a handshake distance
Health insurance, vacation, sick leaves, holidays, paid maternity/paternity leave
Access to our learning & development center: workshops, webinars, training platform, and edutainment events
Virtual team buildings and social activities
Does this resonate with you? Send over your CV, and let’s get to know each other better.
Innovecs is an equal opportunity employer. All hiring decisions are based on professional qualifications, skills, and experience. We are committed to a transparent, merit-based recruitment process that prevents discrimination and ensures equal opportunities for all candidates. Reasonable accommodations are available upon request throughout the recruitment process to support accessibility and inclusion.
Requirements
5+ years in IT support / service operations
Proven experience managing or coordinating multi-level support (L1—L3)
Experience working with infrastructure support teams (L2)
Experience managing or coordinating small-to-mid size teams
Technical Skills
Solid working knowledge of:
Microsoft ecosystem (M365, Active Directory)
Azure (basic operational level)
AWS (basic familiarity)
Experience supporting:
SaaS applications (CRM, HR systems, ATS)
User lifecycle and access management
Familiarity with:
ITSM / ticketing systems
Automation tools (low-code/no-code is a plus)
Other Requirements
Experience working with third-party vendors
Exposure to ISO 27001 or similar security frameworks
Strong English communication skills
Success Metrics
HelpDesk performance (L1 efficiency, CSAT)
Clear and effective L1—L3 escalation model
Alignment with ISO 27001 operational requirements
Nice-to-Have
Certifications (optional):
ITIL
Microsoft / Azure
ISO 27001
Responsibilities
End-to-End IT Support Ownership (L1—L3)
Own and manage the full IT support lifecycle and team of 4 people:
L1: HelpDesk / user support
L2: Infrastructure and workplace services
L3: Business applications and corporate systems
Define and implement clear escalation paths and ownership boundaries
Ensure high-quality user support experience across all levels
Track and improve SLAs, response times, and resolution quality
Level 2 — Infrastructure Support Oversight
Supervise support of:
Microsoft ecosystem (M365, Active Directory, endpoints)
Azure environment and basic AWS workloads
Networking and workplace infrastructure
Ensure reliability and performance of day-to-day IT services
Coordinate issue resolution for incidents impacting multiple users or systems (Note: This role is not expected to be a deep infrastructure architect but must understand and manage L2 effectively.)
Level 3 — Applications & Corporate Systems
Oversee support and administration of key business systems:
CRM platforms, HR / People systems, Accountting & Finance
Recruitment / ATS tools
Internal automation tools and workflows
Coordinate with internal teams and vendors on:
Issue resolution
System improvements
Integrations between tools
Ensure business continuity of critical systems
Team Leadership & Coordination
Lead support team (L1—L3)
Define roles, responsibilities, and development paths
Facilitate collaboration between:
Support team
Engineering / development teams
External vendors
Service Improvement & Automation
Identify opportunities to:
Automate repetitive support tasks
Improve workflows across systems
Optimize tooling ecosystem (ITSM, ticketing, integrations)
Security & Compliance Support
Support implementation and operation of ISO 27001 controls
Ensure proper handling of:
Access management
User lifecycle processes
Incident logging and response
Collaborate on audits and compliance activities
AI & Automation Readiness (Supporting Role)
Ensure support readiness for AI-powered tools and assistants
Help integrate AI tools into daily support operations (e.g., ticket triage, knowledge retrieval)
IT Support Lead
to manage and evolve our end-to-end IT support function across Level 1 (HelpDesk), Level 2 (Infrastructure), and Level 3 (Applications & Corporate Systems).
This role is focused on service reliability, user experience, and operational excellence, ensuring seamless support across:
End-user services and HelpDesk operations
Core IT infrastructure
Business-critical applications (CRM, HR, recruitment, internal tools)
You will lead a cross-functional support team and act as the central coordination point between users, engineering teams, and external vendors.
ABOUT INNOVECS
Innovecs
is a global digital services company with a presence in the US, the UK, the EU, Israel, Australia, and Ukraine. Specializing in software solutions, the Innovecs team has experience in Supply Chain, Healthtech, Collaboration Tech, and Gaming.
For the fifth year in a row, Innovecs is included in the Inc. 5000 and recognized in IAOP’s ranking of the best global outsourcing service providers. Innovecs is featured in the Global Top 100 Inspiring Workplaces Ranking, and won gold at the Employer Brand Management Awards.
Our value to you:
Flexible working hours
Competitive compensation
Complete Hardware/Software setup — anything you need for work
Open-door culture, transparent communication, and top management at a handshake distance
Health insurance, vacation, sick leaves, holidays, paid maternity/paternity leave
Access to our learning & development center: workshops, webinars, training platform, and edutainment events
Virtual team buildings and social activities
Does this resonate with you? Send over your CV, and let’s get to know each other better.
Innovecs is an equal opportunity employer. All hiring decisions are based on professional qualifications, skills, and experience. We are committed to a transparent, merit-based recruitment process that prevents discrimination and ensures equal opportunities for all candidates. Reasonable accommodations are available upon request throughout the recruitment process to support accessibility and inclusion.
Requirements
5+ years in IT support / service operations
Proven experience managing or coordinating multi-level support (L1—L3)
Experience working with infrastructure support teams (L2)
Experience managing or coordinating small-to-mid size teams
Technical Skills
Solid working knowledge of:
Microsoft ecosystem (M365, Active Directory)
Azure (basic operational level)
AWS (basic familiarity)
Experience supporting:
SaaS applications (CRM, HR systems, ATS)
User lifecycle and access management
Familiarity with:
ITSM / ticketing systems
Automation tools (low-code/no-code is a plus)
Other Requirements
Experience working with third-party vendors
Exposure to ISO 27001 or similar security frameworks
Strong English communication skills
Success Metrics
HelpDesk performance (L1 efficiency, CSAT)
Clear and effective L1—L3 escalation model
Alignment with ISO 27001 operational requirements
Nice-to-Have
Certifications (optional):
ITIL
Microsoft / Azure
ISO 27001
Responsibilities
End-to-End IT Support Ownership (L1—L3)
Own and manage the full IT support lifecycle and team of 4 people:
L1: HelpDesk / user support
L2: Infrastructure and workplace services
L3: Business applications and corporate systems
Define and implement clear escalation paths and ownership boundaries
Ensure high-quality user support experience across all levels
Track and improve SLAs, response times, and resolution quality
Level 2 — Infrastructure Support Oversight
Supervise support of:
Microsoft ecosystem (M365, Active Directory, endpoints)
Azure environment and basic AWS workloads
Networking and workplace infrastructure
Ensure reliability and performance of day-to-day IT services
Coordinate issue resolution for incidents impacting multiple users or systems (Note: This role is not expected to be a deep infrastructure architect but must understand and manage L2 effectively.)
Level 3 — Applications & Corporate Systems
Oversee support and administration of key business systems:
CRM platforms, HR / People systems, Accountting & Finance
Recruitment / ATS tools
Internal automation tools and workflows
Coordinate with internal teams and vendors on:
Issue resolution
System improvements
Integrations between tools
Ensure business continuity of critical systems
Team Leadership & Coordination
Lead support team (L1—L3)
Define roles, responsibilities, and development paths
Facilitate collaboration between:
Support team
Engineering / development teams
External vendors
Service Improvement & Automation
Identify opportunities to:
Automate repetitive support tasks
Improve workflows across systems
Optimize tooling ecosystem (ITSM, ticketing, integrations)
Security & Compliance Support
Support implementation and operation of ISO 27001 controls
Ensure proper handling of:
Access management
User lifecycle processes
Incident logging and response
Collaborate on audits and compliance activities
AI & Automation Readiness (Supporting Role)
Ensure support readiness for AI-powered tools and assistants
Help integrate AI tools into daily support operations (e.g., ticket triage, knowledge retrieval)