Remote IT Helpdesk Supervisor | Lead & Optimize Support

Jobtailor; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Job summary

Jobtailor in Poland is seeking an experienced IT Helpdesk Lead to drive day-to-day operations for a fast-growing, remote-enabled workforce. You will supervise the support team, manage ticket queues, and ensure SLA adherence.

You will mentor staff, support HR onboarding, and maintain systems including Google Workspace, Windows, macOS, and various SaaS tools. Strong leadership and cloud/MDM familiarity are important.

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 Wrocław.
• Experience in a startup or high-growth environment (preferred).
• Familiarity with MDM tools (e.g., Jamf, Intune) (preferred).
• Understanding of networking fundamentals (DNS, DHCP, VPN) (preferred).
• Relevant certifications (CompTIA, Google Workspace, ITIL, etc.) (preferred).
• Previous leadership or supervisory experience is a plus (preferred).

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.

Skills

IT Helpdesk Operations

Google Workspace Administration

Windows and macOS Support

Ticketing Systems Experience

MDM Tools Familiarity

Tools

Jira

ServiceNow

Freshservice

Jamf

Intune

Job description

Jobtailor in Poland is seeking an experienced IT Helpdesk Lead to drive day-to-day operations for a fast-growing, remote-enabled workforce. You will supervise the support team, manage ticket queues, and ensure SLA adherence.

You will mentor staff, support HR onboarding, and maintain systems including Google Workspace, Windows, macOS, and various SaaS tools. Strong leadership and cloud/MDM familiarity are important.