Lead IT ServiceDesk

TL;DR

Lead IT ServiceDesk (Gamedev): Managing IT support operations and leading a team of specialists to ensure high-quality technical service across studio infrastructure with an accent on ITIL process optimization, asset management, and complex L2/L3 troubleshooting. Focus on mentoring team members, managing stakeholder communications, and enhancing service delivery systems in a collaborative gamedev environment.

Location: Hybrid (Kyiv, Ukraine) with remote work flexibility.

Company

hirify.global is a Virtuos Studio specializing in full-cycle game development and high-quality game content creation for mobile, PC, console, and VR projects.

What you will do

• Lead and mentor a team of 3-5 specialists while managing project onboarding and workstation setups.
• Act as a key communication bridge between support, infrastructure, and production teams.
• Provide L2/L3 technical support and resolve complex hardware and software issues.
• Manage IT assets, information security for end-user systems, and service performance reporting.
• Optimize internal processes, contribute to the Knowledge Base, and handle security incident reports.

Requirements

• English: B1+ required
• 2+ years of experience as a ServiceDesk Team Lead or Manager.
• Proficiency in ITIL/ITSM principles, Incident, and Asset management.
• Experience with OS administration (Windows, MacOS), O365, Active Directory, and ticketing systems like Jira Service Management.
• Strong knowledge of PC hardware and workstation maintenance.
• Experience in managing a distributed team across multiple locations.

Nice to have

• Experience in IT outsourcing or the Gamedev industry.
• Knowledge of automation tools such as PowerShell, Intune, or SCCM.
• Background in network administration and troubleshooting.

Culture & Benefits

• Professional development through access to training, workshops, and learning programs.
• Medical insurance and support for uninterrupted work during blackouts.
• Opportunity to work on diverse and innovative global game projects.
• Modern office located in the Podil district of Kyiv.
• Flexible schedule and hybrid work policy.