IT Team Lead with English

IT-Impulse has been operating in Bulgaria for three years, with an office in Sofia, where we continue to grow our local team of IT specialists. We represent a Software Engineering division of the international company JobImpulse GmbH with more than 9.000 employees in 51 locations in 12 countries and we act as an intermediary between the IT software development department and highly qualified IT specialists on the job market.

IT-Impulse with its offices in Seville (Spain) and Kosice (Slovakia) is the point of contact when it comes to IT Outsourcing and Nearshoring.

About the role:

The IT Team Lead is responsible for supervising the day-to-day operations of the IT Support function, ensuring high-quality service delivery to employees across the business. This role combines technical oversight, people leadership, process ownership, and cross-departmental coordination to ensure that IT services are delivered effectively, transparently, and in alignment with organisational standards such as ITIL.

The successful candidate will report to Jason, take on delegated responsibilities, delegate tasks appropriately within the team, mentor team members, run 1:1s, lead projects with full accountability, and work with the German group to build strong internal relationships.

Key Responsibilities

Team Leadership & Supervision:

• Directly supervise the IT Support Team, including scheduling, task assignment, and workload balancing.
• Train, mentor, and coach team members to maintain high performance and continual skill development.
• Conduct regular quality control checks on ticket handling, documentation, and customer interactions.
• Provide regular performance feedback and contribute to staff development planning.

Service Desk Operations:

• Monitor ticket queues daily to ensure timely resolution in line with defined SLAs.
• Allocate or reassign tickets as needed to manage priority, complexity, and team capacity.
• Handle VIP, high-impact, and urgent escalations directly, ensuring swift and professional resolution.
• Act as the final escalation point within the support team before involving specialised teams.

Process Ownership & ITIL Alignment:

• Define, maintain, and continuously improve IT support processes and workflows.
• Develop and manage ticket categorisation standards, prioritisation guidelines, and escalation paths.
• Embed ITIL-aligned practices for Incident Management, ensuring consistency and accountability.
• Contribute to Problem Management by identifying recurring issues and supporting root-cause analysis activities.

Cross-Team Coordination:

• Collaborate with the DevOps Lead on issues requiring backend fixes, configuration changes, or deeper technical investigation.
• Liaise with the Group Security Operations Centre (SOC) to respond to security incidents affecting end users, ensuring rapid containment and communication.
• Work closely with corporate communications or management when IT-related updates need to be shared with the business.

Reporting, Metrics & Continuous Improvement:

• Analyse support data, SLA performance, ticket trends, and user satisfaction metrics.
• Produce regular reports highlighting performance, risks, and areas for improvement.
• Identify training needs for users based on recurring incidents or common misunderstandings.
• Recommend long-term corrective actions or system improvements to reduce repeat issues.

Communications & Stakeholder Engagement:

• Serve as the “face of IT” to the employee base, maintaining a strong customer-focused presence.
• Communicate effectively about outages, planned maintenance, new IT services, and policy changes.
• Ensure messaging is clear, timely, and aligned with the broader corporate communications strategy.

Asset, Hardware & Licence Management:

• Manage hardware procurement, stock levels, and vendor relationships for IT devices and peripherals.
• Maintain accurate records of IT assets throughout their full lifecycle (procurement, assignment, retirement).
• Track software licence usage, ensure compliance with licence terms, and manage renewals.
• Oversee the assignment, recovery, and optimisation of licences across users and systems.

Required Skills & Experience:

• Proven experience in IT Support or Service Desk environments, with leadership or senior-level responsibilities.
• Strong understanding of ITIL principles, particularly Incident and Problem Management.
• Broad technical knowledge of Windows, M365, networking basics, hardware support, and business applications.
• Excellent communication skills with the ability to translate technical issues into user-friendly language.
• Strong analytical ability with experience working with KPIs, dashboards, or service reporting.
• Ability to lead, motivate, and develop team members in a fast-paced environment.
• Experience coordinating with technical teams such as DevOps, Infrastructure, or Security.
• English – C1

Desirable:

• ITIL Foundation certification.
• Experience working with SOC teams or supporting security incident processes.
• Familiarity with asset management or ITSM tools.

What you get:

• Long-term and stable position, an employment contract for an indefinite period
• Environment of a medium-sized company together with the background and opportunities of a large company
• +5 extra days of vacation
• Employee referral program (up to 3.000 EUR per referral)
• Yearly performance and salary review
• Food vouchers
• Jubilee gifts
• Flexible working hours
• Stocked kitchen with free drinks (freshly roasted coffee)

Apply today and take your career to the next level!

We kindly ask you to send us your CV and other attachments in English only.