{"id":4158301,"url":"https://alion.io/job/codery-head-of-it-support","title":"Head of IT Support","company":{"id":4424723,"name":"Codery","domain":"teamcodery.com","url":"https://alion.io/company/codery-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sofia, Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-11-12T11:16:40Z","employer_posted_date":null,"last_verified_at":"2026-11-12T11:16:40Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Have you grown from system administration into leading IT teams, and do you bring order, structure and authority to how support works? Well – it sounds like you’re exactly in the right place.\n\nWho are we looking for?\n\nOur technical team is searching for the right people, who will work on a very interesting product. We are searching for a Head of IT Support to lead a large IT operations organisation: the Head of Support and the Head of Helpdesk report to this role, with 10-15 support specialists, 5-6 system administrators and 3 DevOps engineers in the wider team. We need a leader who knows the technology, sets a clear structure, distributes the work and is respected by the team.\n\nWhat Technical knowledge is needed?\n\nStrong background in system administration (current or past)\n\nMicrosoft domain: Active Directory, Group Policy, DNS / DHCP\n\nNetworking: LAN / WAN, firewalls, VPN, Wi-Fi\n\nGood understanding of AWS\n\nIT service management: incident, problem, change and request processes (ITIL)\n\nService desk tooling and SLAs (Jira Service Management or similar)\n\nComfortable using AI tools such as Claude or ChatGPT to solve problems and automate support work\n\nWhat professional qualifications are needed?\n\n10+ years in IT, including 5+ years leading IT support or IT operations teams\n\nExperience managing team leads and teams of 20+ people\n\nStrong organisational skills: clear structure, priorities and delegation\n\nGood spoken and written English (Bulgarian is a strong advantage)\n\nWhat would certainly impress us?\n\nExperience in banking or other regulated, high-availability environments\n\nExperience running 24/7 support\n\nITIL 4 certification\n\nWhat else would be considered as an advantage?\n\nKnowledge of the iGaming / sports betting industry\n\nExperience with Microsoft Entra ID (Azure AD) and Microsoft 365\n\nExperience with information security standards and audits (e.g. ISO 27001)\n\nBy joining us:\n\nYou will lead a large IT team and shape its structure and processes\n\nYou will have exposure to large scale projects, used by real clients, which will help you gain an unmatched professional experience with leading IT operations for a 24/7 platform\n\nYou will work in a friendly, informal, and relaxed environment, provided by a team of professionals with diverse expertise\n\nYou will receive training and professional development opportunities\n\nYou will have equally rewarding opportunities for career growth in technical and managerial 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