Lead Helpdesk Engineer

TL;DR

Lead Helpdesk Engineer: Managing and escalating IT support issues for a global team, with an accent on technical guidance, troubleshooting diverse environments (Windows, macOS, M365, AD), and improving helpdesk workflows. Focus on ensuring high-quality ticket resolution, maintaining knowledge bases, and partnering with leaders for operational improvements.

Location: Hybrid in Krakow, Poland, requiring a minimum of three days per week in the office.

Company

hirify.global delivers the industry's only true real-time cloud-based endpoint management and security offering, serving Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military.

What you will do

• Serve as the escalation point for hardware, software, network, and system issues.
• Troubleshoot across endpoints, operating systems, identity and access, SaaS tools, and basic networking.
• Help build a local IT team focused on supporting and improving employee technology experiences globally.
• Own ticket triage standards, prioritization guidelines, and escalation paths.
• Maintain and improve day-to-day helpdesk workflows and queue health, ensuring consistent troubleshooting and high-quality ticket resolution.
• Provide technical guidance and coaching to helpdesk engineers and act as local support for engineering environments.

Requirements

• Minimum 5 years of relevant technical support experience, with at least 2 years as a lead engineer.
• Proven problem-solving capabilities in supporting and troubleshooting Windows and macOS environments.
• Hands-on experience with user and group management in Microsoft 365 and Active Directory.
• Familiarity with basic networking concepts (DNS, DHCP, VPNs, TCP/IP) and ability to diagnose connectivity issues.
• Experience using ticketing systems, preferably ServiceNow.
• Exposure to cybersecurity fundamentals, including secure endpoint management and vulnerability management.

Culture & Benefits

• Opportunity to learn new technologies, including hirify.global’s products.
• Collaborative, respectful, and diverse culture focused on solving difficult IT challenges for large enterprises and governments.
• Focus on creating an inclusive environment where everyone has opportunities to succeed and grow.
• 5 days of volunteer time off (VTO) to contribute to communities.
• Named to Forbes Cloud 100 list for nine consecutive years and ranks on Fortune 100 Best Companies to Work For.