Service Desk Lead, Internal IT SME

Summary

Join Improvado, a rapidly scaling AI-powered marketing platform, as a Service Desk Lead. You will initially manage daily operations, mentor a junior counterpart, and ensure support SLAs are met. As your mentee takes over, you'll transition into an internal SME Consultant, focusing on critical systems and IT/InfoSec projects. This role requires 2-4 years of IT support experience, team leadership skills, and a strong technical background with SaaS tools. Familiarity with Notion, Jira, and Improvado is a plus. Improvado offers a fully remote position with flexible hours, 27 days of PTO, optional relocation to Latin America, and professional development reimbursement.

Requirements

• 2-4 years in IT support, service desk, or system administration
• Experienced in leading small teams, enforcing SLAs, and mentoring peers
• Strong technical background with SaaS tools, ticketing workflows, and system configs
• Familiar with Notion, Jira, Improvado, and remote-access troubleshooting
• Keen to grow into IT/InfoSec: access management, compliance frameworks, security ops

Responsibilities

• Lead daily Service Desk operations: triage, escalations, ticket SLAs, and junior mentoring
• Oversee and resolve complex support issues while upskilling your replacement
• Handover Service Desk responsibilities to your trainee over time
• Become the SME for five key systems (e.g., Notion, Jira, Improvado): own configurations, access, and best practices
• Under Luka’s guidance, take increasing ownership of IT/InfoSec initiatives: compliance, audits, access controls, innovation projects

Preferred Qualifications

• Basic scripting (PowerShell, Bash, JavaScript, Python)
• Familiarity with InfoSec fundamentals (e.g., IAM, SSO, RBAC)
• Experience within Agile or DevOps workflows
• Contributions to side projects, particularly in IT or automation

Benefits

• Fully remote position (with flexible working hours)
• 27 days of PTO per year
• Optional relocation to Latin America after successful completion of the probationary period
• Extremely fun & open startup environment
• Professional development reimbursement
• Chance to get the company's stock options in the future