Remote IT Helpdesk Lead | Scale Global Support

ledgebrook; Wrocław; On-site; PLN 133,920 - 167,400; Full time

Benefits offered by this job

100% Remote Work

Unlimited PTO

Private Healthcare (Lux Med)

Meaningful Equity

Career Growth Opportunities

International Team & Cross-Border

Occasional Travel

Job summary

Ledgebrook, a fully remote US-based InsurTech MGA, seeks an IT Helpdesk Supervisor to lead day-to-day IT support for a global workforce. You will supervise the helpdesk, manage ticketing, and improve processes while partnering with the Head of IT.

With 3–5+ years in IT support, you’ll support Google Workspace, Windows/macOS, and SaaS tools; remote/hybrid experience is essential. Equity and generous benefits accompany a high-growth environment.

Qualifications

• 3–5+ years of IT support or helpdesk experience.
• Experience supporting remote or hybrid work environments.
• Strong experience with Google Workspace administration.
• Proficiency supporting Windows and macOS environments.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice).
• Experience using HRIS platforms.
• Based in or within commuting distance of Wroclaw.

Responsibilities

• Lead day-to-day IT helpdesk operations and supervise support team performance.
• Manage and prioritize ticket queues to ensure timely resolution and SLA adherence.
• Serve as the escalation point for complex technical issues (Tier 2/3 support).
• Coach, mentor, and develop helpdesk team members.
• Support hiring, onboarding, and training of new IT staff.
• Provide IT support for a fully remote workforce, including onboarding and offboarding.
• Troubleshoot issues across devices, networks, and SaaS applications.
• Administer and support core systems, including Google Workspace and other SaaS tools.
• Manage endpoint environments across Windows and macOS, including MDM platforms.
• Improve helpdesk workflows, automation, and overall operational efficiency.
• Maintain clear documentation and contribute to a scalable knowledge base.
• Deliver a high-quality support experience through clear communication and user-focused service.
• Office attendance is flexible, with in-person presence expected when needed for onboarding, team collaboration, meetings, or other business needs.

Skills

Google Workspace administration

Ticketing systems

Windows/macOS support

Remote work

HRIS platforms

Job description

Ledgebrook, a fully remote US-based InsurTech MGA, seeks an IT Helpdesk Supervisor to lead day-to-day IT support for a global workforce. You will supervise the helpdesk, manage ticketing, and improve processes while partnering with the Head of IT.

With 3–5+ years in IT support, you’ll support Google Workspace, Windows/macOS, and SaaS tools; remote/hybrid experience is essential. Equity and generous benefits accompany a high-growth environment.