Remote IT Helpdesk Supervisor | Lead & Scale Support

Socotra, Inc.; Wrocław; On-site; PLN 133,920 - 167,400; Full time

Benefits offered by this job

Remote work

Unlimited PTO

Private healthcare

Equity program

High-growth startup

US market exposure

Career growth

International team

Occasional travel

Job summary

Ledgebrook is seeking a proactive IT Helpdesk Supervisor to lead our remote support team across the US, Europe, and Asia. You’ll drive ticketing workflows, SLA adherence, and hands-on escalation while improving processes, tooling, and end-user experience.

In this startup, you will balance leadership with technical depth, mentoring the team and supporting hiring, onboarding, and training for a fully remote workforce. This role emphasizes customer service and scalable IT operations.

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

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

IT helpdesk management

Remote support

Google Workspace

Windows/macOS

Ticketing systems

HRIS platforms

Wroclaw-based

Tools

Jira

ServiceNow

Freshservice

Job description

Ledgebrook is seeking a proactive IT Helpdesk Supervisor to lead our remote support team across the US, Europe, and Asia. You’ll drive ticketing workflows, SLA adherence, and hands-on escalation while improving processes, tooling, and end-user experience.

In this startup, you will balance leadership with technical depth, mentoring the team and supporting hiring, onboarding, and training for a fully remote workforce. This role emphasizes customer service and scalable IT operations.