IT Support Team Lead

We are seeking an experienced IT Support Lead to oversee and elevate the performance, reliability, and compliance of Unlimit’s internal IT services and support operations. In this role, you will manage global first and second line support teams and ensure that all internal services-from critical payment connectivity systems (SWIFT, SEPA, TARGET, Mastercard, Visa, etc.) to core SaaS tools-are well-administered, secure, and cost-efficient. You will make sure every service is properly catalogued, auditable, and resilient, enabling smooth business operations across all regions and in compliance with diverse regulatory requirements.

What You’ll Be Doing

• Lead and develop the global IT Support function (L1/L2), ensuring high-quality service delivery, SLA compliance, KPI achievement, and continuous improvement of support processes.
• Own IT Service Management processes in line with ITIL best practices, including Incident, Problem, Change, Request, and Knowledge Management.
• Administer and optimize core corporate IT platforms, identity and access management (SSO, MFA, RBAC), and end-user technology services.
• Manage critical financial and payment systems (SWIFT, SEPA, TARGET, Mastercard, Visa), including access control, certificates, encryption keys, and coordination with external partners.
• Oversee software licensing, SaaS subscriptions, IT assets, procurement, vendor relationships, contracts, and budget management to ensure operational efficiency and cost optimization.
• Ensure compliance with regulatory, security, and audit requirements (including DORA, PCI-DSS, and regulatory authorities), maintaining required controls and documentation.
• Drive automation, AI adoption, and process optimization initiatives to improve operational efficiency, user experience, and service reliability.

Qualifications You Will Bring

Must-Have

• 5+ years of experience in IT Support, IT Operations, or IT Service Management, including 2+ years in a leadership role managing global or distributed teams.
• Strong technical expertise in modern workplace technologies, including Google Workspace, Jira/Confluence, Slack, endpoint management, Windows/macOS environments, and networking.
• Solid understanding of ITSM and ITIL best practices, including Incident, Problem, Change Management, SLA governance, and service improvement.
• Hands-on experience with Identity & Access Management (IAM), enterprise security controls, and compliance frameworks such as PCI DSS, GDPR, and DORA.
• Proven experience managing vendors, SaaS platforms, software licensing, contracts, budgets, and cost optimization initiatives.
• Experience in regulated industries (fintech, banking, payments) and familiarity with financial transaction systems such as SWIFT, SEPA, and card payment platforms is a strong advantage.
• Bachelor’s degree in Information Technology or a related field (or equivalent experience) and professional proficiency in English.

Nice-to-Have

• ITIL v4 or vendor-specific certifications.
• Audit/compliance experience (PCI DSS, Central Bank IT audits, SWIFT CSP, PSD2).
• Automation/scripting (Python, Bash, PowerShell, workflow tools), AI/chatbot experience.
• SaaS ecosystem management (Miro, Salesforce, SSO, user lifecycle).
• Fintech/payments background.