IT Team Lead – IT Support

About us:

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.

Role Summary:

We are looking for a hands-on IT Team Lead to supervise our IT Support team, ensuring high-quality service delivery, ITIL-compliant processes, and smooth collaboration with DevOps, Security, and corporate teams.

Key Responsibilities:

• Lead, mentor, and develop the IT Support team.
• Monitor and manage ticket queues, ensuring SLA compliance.
• Handle escalations and complex technical issues.
• Maintain and improve ITIL-aligned processes for Incident & Problem Management.
• Collaborate with DevOps, Infrastructure, and SOC teams.
• Track and report KPIs, trends, and service metrics.
• Manage hardware, software licenses, and vendor relationships.
• Communicate IT updates and policy changes effectively to employees.

Required Skills & Experience:

• Proven IT support/service desk experience in a leadership role.
• Strong understanding of ITIL (Incident & Problem Management).
• Broad technical knowledge: Windows, M365, networking, hardware, business apps.
• Excellent communication skills.
• Analytical mindset; experience with KPIs and reporting.
• Ability to lead and motivate a team in a fast-paced environment.
• Experience collaborating with DevOps, Infrastructure, or Security teams.

Desirable:

• ITIL Foundation certification.
• Experience working with SOC/security incident processes.
• Familiarity with ITSM/asset management 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)

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