Lead IT Support and Operations Specialist

We are looking for an experienced and self-driven IT Support & Operations Specialist lead to manage IT operations across our European offices.
This person will be responsible for employee devices, office IT infrastructure, user support, vendor coordination, asset management, and basic information security controls. The role requires someone located in the European Union who can work independently, provide remote support to multiple locations, and travel to European offices when on-site assistance is required.
The successful candidate will not only resolve technical issues but will also build and improve a structured IT support process across the region.

Key responsibilities:

User and workplace support
Provide remote and on-site IT support to employees across European offices.
Configure, deploy, maintain, and troubleshoot Windows and macOS laptops.
Support office equipment, including monitors, docking stations, printers, scanners, conference room equipment, and other peripherals.
Troubleshoot connectivity, Wi-Fi, VPN, software, account access, and hardware-related issues.
Support employee onboarding, offboarding, and equipment replacement processes.
Prepare devices and user accounts for new employees.
Ensure access and company data are properly removed or secured during offboarding.
Maintain clear communication with users and ensure support requests are resolved within agreed timelines.

Helpdesk and IT processes
Establish and maintain a centralized helpdesk and ticket management process.
Define request categories, priorities, escalation procedures, and response expectations.
Create and maintain internal IT documentation, troubleshooting guides, and employee instructions.
Identify recurring issues and implement permanent solutions instead of repeatedly resolving the same incidents.
Track support performance, common issues, unresolved requests, and user satisfaction.
Coordinate escalations with internal engineering teams, software providers, and external vendors.

Device and asset management
Maintain an accurate inventory of laptops, accessories, licenses, and other IT equipment across European offices.
Manage the complete device lifecycle, including purchasing, configuration, assignment, repair, replacement, return, and secure disposal.
Implement and maintain device management standards using MDM or endpoint management solutions.
Ensure devices are encrypted, updated, protected, and compliant with company security requirements.
Manage software deployment, operating system updates, endpoint protection, and device configuration policies.
Monitor warranty status and coordinate repairs or replacement with vendors.

Office IT infrastructure
Support and maintain office networks, Wi-Fi, internet connectivity, printers, meeting room systems, and other local infrastructure.
Coordinate office openings, relocations, expansions, and IT equipment installations.
Diagnose local network and connectivity issues and work with internet providers or local contractors to resolve them.
Maintain basic documentation for each office, including network configuration, equipment inventory, providers, contracts, and emergency contacts.
Ensure critical office infrastructure has appropriate backup and recovery procedures where required.

Vendor and procurement management
Identify, evaluate, and select local IT suppliers, repair services, internet providers, and other technical vendors.
Request and compare commercial proposals.
Coordinate equipment purchasing and service delivery.
Monitor vendor performance, service quality, costs, contracts, and SLA compliance.
Maintain relationships with vendors across different European countries.
Look for opportunities to standardize equipment and reduce unnecessary costs.

Security and access management
Apply and monitor company IT security policies across employee devices and offices.
Ensure laptops use disk encryption, screen locking, endpoint protection, secure authentication, and current operating system updates.
Support implementation and maintenance of multi-factor authentication, password management, VPN, and device management solutions.
Assist with user access reviews and removal of unnecessary access.
Help security team identify and escalate security risks, suspicious activity, lost devices, phishing attempts, and policy violations.
Support security awareness activities and provide employees with practical guidance on secure device usage.
Ensure company equipment and data are handled in accordance with internal policies and applicable European data protection requirements.

Required experience and skills
8+ years of experience in IT support, system administration, workplace IT, or a similar role.
Practical experience supporting users across multiple offices or countries.
Strong troubleshooting skills for Windows and macOS devices.
Experience with Google Workspace administration.
Experience with user onboarding, offboarding, account management, and access permissions.
Understanding of office networks, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and basic firewall concepts.
Experience supporting printers, meeting room equipment, and office peripherals.
Experience with ticketing or helpdesk systems such as Jira Service Management, Zendesk, Freshservice, ServiceNow, or similar.
Understanding of endpoint security, disk encryption, MFA, password managers, antivirus or EDR solutions, patch management, and secure device disposal.
Experience managing IT assets, equipment procurement, and external vendors.
Ability to document processes and create clear technical instructions.
Strong organizational and prioritization skills.
Ability to work independently, take ownership, and make practical decisions without constant supervision.
Good written and spoken English.

Nice to have
Experience establishing a helpdesk process from scratch.
Experience managing IT operations for distributed or remote-first companies.
Experience with identity providers and SSO solutions such as Microsoft Entra ID, Okta, Google Workspace
Basic knowledge of Linux.
Experience with automation using PowerShell, Bash, Python, or similar tools.
Familiarity with ISO 27001, SOC 2, GDPR, or similar security and compliance frameworks.
Experience with Apple Business Manager, Windows Autopilot, zero-touch device deployment, or similar technologies.
Experience supporting office IT projects in several European countries.

Personal qualities
Strong sense of ownership and responsibility.
Service-oriented approach and good communication with non-technical employees.
Ability to organize work without detailed day-to-day supervision.
Practical and cost-conscious decision-making.
Ability to distinguish urgent incidents from routine support requests.
Willingness to investigate root causes and improve processes.
Comfortable coordinating several vendors, offices, and requests simultaneously.

Location and working model
The candidate must live in Poland (Kraków) and be able to visit the office several times a week.
The role is primarily remote.
Occasional travel to company offices across Europe will be required.
The candidate must be legally authorized to work in their country of residence.
Availability during standard European business hours is required.

Success in this role
During the first months, the successful candidate is expected to:
Create a clear inventory of European IT equipment, vendors, systems, and office infrastructure.
Introduce or improve the centralized helpdesk process.
Standardize employee onboarding and offboarding procedures.
Establish minimum device and endpoint security requirements.
Document the IT setup and escalation contacts for every European office.
Identify major operational and security risks and prepare an improvement plan.
Improve visibility into IT costs, equipment lifecycle, and vendor performance.
Reduce recurring support issues through standardization, documentation, and automation.