HEAD OF IT SUPPORT AND HELPDESK SERVICES (Adven)

Manage daily operations of IT support and helpdesk teams to ensure high-quality user support.

Develop and implement policies and processes for incident and service requests.

Monitor performance to ensure service levels are met or exceeded.

Lead initiatives to improve service delivery and user satisfaction.

Collaborate with internal IT teams, infrastructure colleagues, cybersecurity specialists, and external vendors to ensure seamless service transitions and continuous improvements.

Relevant higher education in IT, computer science, or a related field.

Minimum 5 years (or at least 3 years) of work experience in a similar role.

Experience in leading teams within a service desk or technical support environment.

Fluent in English and Estonian, both spoken and written.

Process-oriented mindset, excellent communication skills, and ability to collaborate across teams.

Knowledge of LEAN principles is an advantage.