{"id":3466193,"url":"https://alion.io/job/orgmeter-lead-it-support-and-operations-specialist","title":"Lead IT Support and Operations Specialist","company":{"id":4485854,"name":"Orgmeter","domain":"orgmeter.com","url":"https://alion.io/company/orgmeter","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":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Ukraine"],"countries":["UA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Bash","optional":true},{"name":"GDPR","optional":true},{"name":"ISO 27001","optional":true},{"name":"Linux","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Okta","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-10-15T13:14:23Z","employer_posted_date":null,"last_verified_at":"2026-10-15T13:14:23Z","board_verified":false,"closed_at":null,"days_open":20,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":20},"description":"We are looking for an experienced and self-driven IT Support & Operations Specialist lead to manage IT operations across our European offices.\n\nThis 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.\n\nThe successful candidate will not only resolve technical issues but will also build and improve a structured IT support process across the region.\n\nKey responsibilities:\n\nUser and workplace support\n\nProvide remote and on-site IT support to employees across European offices.\n\nConfigure, deploy, maintain, and troubleshoot Windows and macOS laptops.\n\nSupport office equipment, including monitors, docking stations, printers, scanners, conference room equipment, and other peripherals.\n\nTroubleshoot connectivity, Wi-Fi, VPN, software, account access, and hardware-related issues.\n\nSupport employee onboarding, offboarding, and equipment replacement processes.\n\nPrepare devices and user accounts for new employees.\n\nEnsure access and company data are properly removed or secured during offboarding.\n\nMaintain clear communication with users and ensure support requests are resolved within agreed timelines.\nHelpdesk and IT processes\n\nEstablish and maintain a centralized helpdesk and ticket management process.\n\nDefine request categories, priorities, escalation procedures, and response expectations.\n\nCreate and maintain internal IT documentation, troubleshooting guides, and employee instructions.\n\nIdentify recurring issues and implement permanent solutions instead of repeatedly resolving the same incidents.\n\nTrack support performance, common issues, unresolved requests, and user satisfaction.\n\nCoordinate escalations with internal engineering teams, software providers, and external vendors.\nDevice and asset management\n\nMaintain an accurate inventory of laptops, accessories, licenses, and other IT equipment across European offices.\n\nManage the complete device lifecycle, including purchasing, configuration, assignment, repair, replacement, return, and secure disposal.\n\nImplement and maintain device management standards using MDM or endpoint management solutions.\n\nEnsure devices are encrypted, updated, protected, and compliant with company security requirements.\n\nManage software deployment, operating system updates, endpoint protection, and device configuration policies.\n\nMonitor warranty status and coordinate repairs or replacement with vendors.\nOffice IT infrastructure\n\nSupport and maintain office networks, Wi-Fi, internet connectivity, printers, meeting room systems, and other local infrastructure.\n\nCoordinate office openings, relocations, expansions, and IT equipment installations.\n\nDiagnose local network and connectivity issues and work with internet providers or local contractors to resolve them.\n\nMaintain basic documentation for each office, including network configuration, equipment inventory, providers, contracts, and emergency contacts.\n\nEnsure critical office infrastructure has appropriate backup and recovery procedures where required.\nVendor and procurement management\n\nIdentify, evaluate, and select local IT suppliers, repair services, internet providers, and other technical vendors.\n\nRequest and compare commercial proposals.\n\nCoordinate equipment purchasing and service delivery.\n\nMonitor vendor performance, service quality, costs, contracts, and SLA compliance.\n\nMaintain relationships with vendors across different European countries.\n\nLook for opportunities to standardize equipment and reduce unnecessary costs.\nSecurity and access management\n\nApply and monitor company IT security policies across employee devices and offices.\n\nEnsure laptops use disk encryption, screen locking, endpoint protection, secure authentication, and current operating system updates.\n\nSupport implementation and maintenance of multi-factor authentication, password management, VPN, and device management solutions.\n\nAssist with user access reviews and removal of unnecessary access.\n\nHelp security team identify and escalate security risks, suspicious activity, lost devices, phishing attempts, and policy violations.\n\nSupport security awareness activities and provide employees with practical guidance on secure device usage.\n\nEnsure company equipment and data are handled in accordance with internal policies and applicable European data protection requirements.\nRequired experience and skills\n\n8+ years of experience in IT support, system administration, workplace IT, or a similar role.\n\nPractical experience supporting users across multiple offices or countries.\n\nStrong troubleshooting skills for Windows and macOS devices.\n\nExperience with Google Workspace administration.\n\nExperience with user onboarding, offboarding, account management, and access permissions.\n\nUnderstanding of office networks, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and basic firewall concepts.\n\nExperience supporting printers, meeting room equipment, and office peripherals.\n\nExperience with ticketing or helpdesk systems such as Jira Service Management, Zendesk, Freshservice, ServiceNow, or similar.\n\nUnderstanding of endpoint security, disk encryption, MFA, password managers, antivirus or EDR solutions, patch management, and secure device disposal.\n\nExperience managing IT assets, equipment procurement, and external vendors.\n\nAbility to document processes and create clear technical instructions.\n\nStrong organizational and prioritization skills.\n\nAbility to work independently, take ownership, and make practical decisions without constant supervision.\n\nGood written and spoken English.\nNice to have\n\nExperience establishing a helpdesk process from scratch.\n\nExperience managing IT operations for distributed or remote-first companies.\n\nExperience with identity providers and SSO solutions such as Microsoft Entra ID, Okta, Google Workspace\n\nBasic knowledge of Linux.\n\nExperience with automation using PowerShell, Bash, Python, or similar tools.\n\nFamiliarity with ISO 27001, SOC 2, GDPR, or similar security and compliance frameworks.\n\nExperience with Apple Business Manager, Windows Autopilot, zero-touch device deployment, or similar technologies.\n\nExperience supporting office IT projects in several European countries.\nPersonal qualities\n\nStrong sense of ownership and responsibility.\n\nService-oriented approach and good communication with non-technical employees.\n\nAbility to organize work without detailed day-to-day supervision.\n\nPractical and cost-conscious decision-making.\n\nAbility to distinguish urgent incidents from routine support requests.\n\nWillingness to investigate root causes and improve processes.\n\nComfortable coordinating several vendors, offices, and requests simultaneously.\nLocation and working model\n\nThe candidate must live in Poland (Kraków) and be able to visit the office several times a week.\n\nThe role is primarily remote.\n\nOccasional travel to company offices across Europe will be required.\n\nThe candidate must be legally authorized to work in their country of residence.\n\nAvailability during standard European business hours is required.\nSuccess in this role\n\nDuring the first months, the successful candidate is expected to:\n\nCreate a clear inventory of European IT equipment, vendors, systems, and office infrastructure.\n\nIntroduce or improve the centralized helpdesk process.\n\nStandardize employee onboarding and offboarding procedures.\n\nEstablish minimum device and endpoint security requirements.\n\nDocument the IT setup and escalation contacts for every European office.\n\nIdentify major operational and security risks and prepare an improvement plan.\n\nImprove visibility into IT costs, equipment lifecycle, and vendor performance.\n\nReduce recurring support issues through standardization, documentation, and 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