Position: Support Leader Engineer
Company: Inscale
Category: Support
Experience required: 3y
English level: upper

Job Responsibility:
You will be working in the Services team, reporting to the head of services, and will be responsible for:
•	Assisting the head of services in establishing a global support team that meets our client’s needs
•	Further developing and refining the Napier support portal
•	Recruiting and managing a support team, building up to cover a 24 x 5 support model
•	Developing and implementing weekly and monthly management reporting against SLA’s
•	Identifying opportunities to improve the core product and processes that lead to an improvement in customer experience and a reduction in support tickets
•	Developing and Implementing procedures and process to support daily operations
 
Qualifications
•	Previous experience in a similar service desk leadership or service desk management role
•	Experience in managing, delegating and prioritising in a fast-paced environment
•	Strong knowledge of service desk management frameworks such as ITIL
•	A good understanding of a broad range of hardware and software technology (Desirable – MS Server technologies & SQL server)
•	Demonstrable skills and experience as an effective line manager or team leader
•	Knowledge of implementing and configuring Jira service desk
•	Excellent English written and verbal communication skills
 
 Travelling Requirements
•	A candidate may be required to travel from time to time depending on the project requirement

 We offer
•	Creative, challenging and fast-growing product
•	Autonomous team structure with a lot of freedom and ownership
•	Opportunities to build Support Team from scratch 
•	Broad and advanced technology stack – huge opportunity to learn
•	The friendly and dynamic work environment 
•	The informal style of leadership and communication
•	Opportunity to enjoy working with senior engineers, architects, scientists and managers that understand the value of technology

 Work location	
•	Work Location at INSCALE- Gulliver, Tower A, 8th floor – Sportyvna Square, 1a, Kyiv, Ukraine 01023