Team Lead, IT Infrastructure & Support

Responsibilities

Operations and Reliability

• Ensure the availability of internal services in accordance with agreed-upon SLAs.
• Manage incidents: prioritization, escalation, stakeholder communication, and post-mortems.
• Practice problem management: address the root causes of recurring incidents rather than just the symptoms.
• Oversee user support-from onboarding and granting access rights to resolving Tier 2 and Tier 3 support tickets.
• Provide direct user support when necessary.
• Ensure the operational functionality of company offices.
• Manage the inventory, distribution, and collection of hardware for employees.

Infrastructure Development

• Maintain an infrastructure improvement roadmap and advocate for priorities to management.
• Proactively identify bottlenecks and propose solutions-do not wait for top-down directives.
• Prepare business cases (defining the problem, options, costs, and risks) and implement approved solutions.
• Automate routine tasks, such as access provisioning, standard service requests, and reporting.

Team Management

• Distribute workloads among 3 engineers; manage on-call schedules and rotations.
• Conduct 1:1 meetings, set goals, provide feedback, and foster the professional growth of engineers.
• Participate in the hiring process: candidate screening, technical interviews, and onboarding new hires.
• Eliminate the "bus factor" by maintaining documentation and ensuring cross-functional knowledge so that no single person is the sole repository of critical information.

Processes and Control

• Keep documentation, runbooks, and the knowledge base up to date.
• Manage changes: plan maintenance windows, handle rollbacks, and coordinate communications.
• Oversee backups, disaster recovery, and basic information security requirements within your scope.
• Manage relationships with vendors and contractors; monitor licenses and expenses.

Requirements

Must-have (mandatory)

Tier 1 - Expert level; a prerequisite for the role.

• Microsoft Active Directory: GPO, replication, DNS integration, permissions, auditing, and troubleshooting.
• Networking: DNS, DHCP, firewalls, and VPN - must be able to debug issues, not just configure services following a manual.
• Google Workspace: Administration, groups, security policies, 2FA, and basic DLP (Data Loss Prevention).

Tier 2 - Solid, practical proficiency.

• IaC (Infrastructure as Code): Terraform, Ansible.
• Monitoring and alerting: Zabbix, Prometheus, Grafana.
• Scripting: Python, Bash, PowerShell.
• MDM (Mobile Device Management): Intune, Mosyle, Addigy, or Jamf.
• Azure and AWS: IaaS, IAM/roles, networking, and basic cost management (not requiring a full-scale DevOps architect role).
• GitLab: Administration, runners, and CI/CD for infrastructure tasks.
• Keycloak: Realms, clients, SSO (via SAML/OIDC), AD/LDAP integration, and federation.
• 802.1X / RADIUS authentication for Wi-Fi, integrated with AD or Keycloak.

Tier 3 - Advanced user proficiency.

• Slack
• Jira

Experience and Skills

• 2+ years of team leadership (managing 3+ engineers) - specifically in a management capacity, not just as a "senior" team member.
• 5+ years in IT infrastructure or system administration.
• Experience with established incident and problem management processes (moving beyond manual "firefighting").
• Experience managing infrastructure changes from initial concept to production deployment.

Soft Skills

• Ownership: Takes full responsibility for a problem, including aspects that may fall outside their formal scope.
• Prioritization under pressure: Able to distinguish between what is truly "urgent" and what is merely "loud." Communication with non-specialists: explains things in simple terms and knows how to say "no" while providing a rationale.
• Proactivity: brings forward suggestions rather than a list of complaints.
• Developing others: delegates tasks instead of doing everything for the team himself.

Conditions

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world