Help Desk Lead
Remote
Full-time position
We`re looking for a Help Desk Team Leader to join the Israeli company (most of the tech team members are Ukrainians). The company develops and operates innovative telemedicine and telepharmacy platforms, providing a safe and modern digital experience for patients. Its technologies are used by leading organizations in the telepharmacy and online medical services sectors, contributing to the transformation of traditional healthcare.
The Help Desk team assists company employees and also investigates bugs that have been reported.
This team is the key point through which all problems and bugs come in, and they work very closely with the developers to investigate issues and decide how to solve them.
For this team, we are looking for a strong manager/team leader who will control all stages of work workload and prioritize properly.
Responsibilities:
● Managing the help desk team and evaluating performance
● Ensuring business users’ support (internal) is timely and accurate on a daily basis
● Providing education and onboarding to users
● Develop and implement policies and procedures
● Develop daily, weekly, and monthly reports on the help desk team’s productivity
● Solving any technical and organizational issues
Requirements:
● Technical education (Computer Science, Information Technology, or a related field)
● At least two years of experience as a Help Desk Manager or Technical Support Team Lead role ( minimum team size — 5 team members ) - continuous improvement of team processes, SLAs, task tracker usage, team reports, etc.
● Strong technical / troubleshooting background related to various Backend / Frontend / Product issues
— Understanding of HTML/CSS/JS, working with logs (e.g., Grafana + Loki)
— Tools and technologies used by the support team:
• Kibana
• Sentry
• Browser DevTools
• YouTrack
• Sendcloud (preferably but not mandatory)
• Postmark (preferably but not mandatory)
• ActiveCampaign (preferably but not mandatory)
● Experience with Google Analytics and paid traffic flows ( traffic sources / trackers / conversions / webhooks / etc )
● Good communication skills in English — intermediate level and higher speaking and writing
● High responsibility level
We look forward to your application and can’t wait to connect with you and start the discussion!