IT Support Lead

TL;DR

IT Support Lead (System Engineering): Managing and evolving the end-to-end IT support function across L1, L2, and L3 levels with an accent on service reliability, operational excellence, and cross-functional coordination. Focus on streamlining support workflows, optimizing infrastructure and corporate systems, and ensuring security compliance.

Location: Flexible (Hybrid/Remote/Onsite in Kyiv, Ukraine)

Company

hirify.global is a global digital services company specializing in software solutions across healthcare, supply chain, and gaming industries.

What you will do

• Manage the full IT support lifecycle and a team of 4 specialists across L1-L3 levels.
• Supervise infrastructure services, including Microsoft ecosystem, Azure, and AWS workloads.
• Oversee support for key business applications like CRM, HR systems, and ATS.
• Implement and improve SLAs, response times, and resolution quality.
• Drive service improvement through automation and optimization of the internal tooling ecosystem.
• Support ISO 27001 security and compliance processes, including access management and incident response.

Requirements

• 5+ years of experience in IT support or service operations.
• Proven background in coordinating multi-level (L1–L3) support and small-to-mid size teams.
• Solid knowledge of Microsoft M365, Active Directory, Azure, and AWS.
• Experience managing SaaS applications and third-party vendor relationships.
• Familiarity with ITSM ticketing systems and automation tools.
• Strong English communication skills are required.
• Exposure to ISO 27001 or similar security frameworks.

Nice to have

• ITIL certification.
• Microsoft or Azure certifications.
• ISO 27001 certification.

Culture & Benefits

• Flexible working environment with the option to work from the office, home, or any location.
• Competitive compensation and comprehensive health insurance.
• Access to an internal learning and development center, including workshops and training platforms.
• Support for professional certifications and individual development plans.
• Transparent, open-door culture with frequent virtual team-building activities.