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IT Support Lead

IT | Sofia, Bulgaria | Full Time

Job Description

About Taulia:

Taulia is a fintech provider of working capital management solutions headquartered in San Francisco, California. Taulia helps companies access value tied up in their payables, receivables and inventory. A network of more than 2 million businesses use Taulia’s platform to determine when they want to pay and be paid. Taulia processes more than $500 billion each year and is trusted by the world’s largest companies including Airbus, AstraZeneca, Nissan and Vodafone. For more information, please visit www.taulia.com.

About the Job:

Taulia is searching for an engaged, autonomous, and very hands-on IT Support Lead (EU) to join our growing IT team. As the IT Support Lead supporting our global employee base and reporting to the Director of Corporate IT, with an emphasis in Europe, you are an important member to the IT team and Taulia’s overall success. You will help end-users, peers, and supervisors resolve their requests and projects ranging from onboarding, computer, and network issues. 

Like the rest of Taulia, our small but efficient Corporate IT team is a close-knit team that works and enjoys life.  We strive to live by all of Taulia’s core values, especially “Get Shit Done!” 

Essential Duties and Responsibilities:

IT Support Lead coordinates and delegates the responsibilities and oversees the day-to-day functions of the IT Support Team. This role also conducts training sessions with employees so that they can be equipped with new knowledge and skills to remain current. They also train entry-level employees that will allow them to be on the same level as the team.

The leader considers the abilities and expertise of the team members to assist in dispersing assignments. The IT Leader has comprehensive knowledge and skills to guide all these professionals. The leader is able to motivate teams and maintain a comfortable and conducive working environment.

Functions of an IT Support Lead may include:

  • Responsible for assuring users are provided efficient and timely first and second level support during normal business hours.

  • Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.

  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.

  • Monitors IT Jira ticketing system and follows up with assigned personnel to ensure timely resolution of problems.

  • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

  • Ensures that daily, weekly, monthly, and quarterly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.

  • Coordinates training requirements of Help Desk personnel.

  • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

  • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.

  • Creating and maintaining user self-help documentation, technical documentation and procedural documentation.

  • Accountable for meeting systems infrastructure or operational Service Level Agreements established by Director of Corporate IT.

  • Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position.

  • Ability to manage multiple high priority initiatives in a fast-paced highly technical environment.

  • The primary responsibility is to successfully troubleshoot and resolve highly complex technical issues on heterogeneous environments that are utilized on highly complex, mission critical systems.

  • Ensure that staffing and skill levels are maintained by managing shift schedules for the team.

Skills:

  • Self-motivated and goal-driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.

  • Experience working in a team-oriented, collaborative environment with excellent customer service, written and oral skills.

  • Knowledge of Help Desk ticketing systems such as Jira, ConnectWise, ZenDesk, FreshDesk, etc.

  • Knowledge of Mac OSX and applications as we are 95% Mac shop.

  • Knowledge of Windows Desktop applications; various operating systems such as Windows 7/8/10 and Servers 2012/2016/2019.

  • Exposure working with SAML/Single Sign-On service (Okta, OneLogin, Centrify, Bitium, etc.).

  • Experience MDM solutions (JAMF, MS Intune, AirWatch, Mac OSX Server, etc.).

  • Knowledge and demonstrated expertise with the management and support of Google Workspace, Google Docs, Box, Microsoft Office, and common productivity applications.

  • An industry-recognized certification or knowledge like ITIL / ITSM is an advantage(or understanding).

Taulia is an Equal Opportunity Employer --Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. 

If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.