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IT Support Team Leader
IT Support Team Leader
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About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world's underserved businesses to a rising global economy. We're a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows-including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence-we give businesses the tools they need to work efficiently worldwide and grow with confidence.
If you thrive in a fast-paced environment, love helping people, and can lead a team while keeping things running smoothly - Payoneer wants you. We're looking for an experienced IT Support Team Leader to head our Corporate IT support operations, owning the end-user experience for ~1,500 employees across our global offices and remote sites.
You'll be the bridge between hands-on technical support and IT strategy, ensuring SLAs are met, processes are sharp, and your team is empowered to deliver excellent service every day. This role reports directly to the Regional IT Manager.
What you'll do:
- LeaderShip & Operations:
- Lead and mentor a team of IT support engineers, setting clear priorities and performance expectations
- Own and drive the day-to-day IT support operation for ~1,500 users across HQ, remote offices, and distributed sites
- Manage escalations, serve as the team's primary point of contact for complex issues, and ensure timely resolution
- Build, maintain, and enforce IT support processes, procedures, and runbooks
- Track and report on KPIs: ticket volumes, SLA adherence, CSAT, and resolution times
- Identify automation and efficiency opportunities to continuously improve service quality
- Technical Responsibilities:
- Oversee troubleshooting of hardware, software, and network issues across all user-facing systems
- Manage corporate endpoint fleet - deployment, configuration, patching, and lifecycle using MDM solutions (Intune, Jamf, or equivalent)
- Maintain and improve corporate cloud environment: Microsoft 365, Azure AD / Entra ID, Exchange Online, SharePoint
- Support and manage corporate collaboration platforms (video conferencing, telephony/UC systems, AV setups)
- Work closely with the Cyber Security team to enforce policies, respond to incidents, and implement controls
- Maintain full visibility of IT inventory - hardware, software licenses, and assets
- Support remote and branch sites - including network fundamentals (LAN, Wi-Fi, VPN) and remote management tools
- Strategy & Improvement:
- Participate in IT roadmap planning and contribute ideas that improve the employee technology experience
- Evaluate and onboard new tools and technologies that improve support efficiency or employee productivity
- Develop and maintain onboarding/offboarding workflows to ensure a consistent and secure experience
Who you are:
- 4+ years of experience in corporate IT support, with at least 2-4 years in a team lead or senior role
- Proven track record of supporting large user bases (1,000+ users) in a multi-site or global environment
- Strong service orientation - you measure success by the quality of the experience you deliver
- Experience managing or mentoring IT support staff, including workload planning and performance feedback
- Proven experience managing both on-site and remote employees, maintaining team cohesion, accountability, and engagement across distributed locations
- Solid hands-on knowledge of Microsoft ecosystem: Windows OS, Active Directory, Microsoft 365, Entra ID.
- Experience with MDM platforms such as Intune, Jamf, SCCM, or similar
- Good understanding of network fundamentals: LAN, Wi-Fi, VPN, DNS, DHCP
- Comfortable managing collaboration platforms (Microsoft Teams, Zoom, video conferencing infrastructure)
- Strong communicator - fluent English (spoken and written), able to explain technical concepts clearly to non-technical stakeholders
- "Can do" attitude - resourceful, calm under pressure, and solution-focused
- Hands-on experience with an ITSM platform (ServiceNow, Freshservice, Jira Service Management, Zendesk - strong advantage)
Advantage:
- Experience with PowerShell scripting for automation and administration tasks
- Hands-on experience with firewall/switching environments (Palo Alto, HPE, Cisco, Aruba)
- Familiarity with virtualization environments (VMware, Azure Virtual Desktop / Windows 365)
- ITIL Foundation certification or equivalent process framework knowledge
#LI-AG2
The Payoneer Ways of Working
Act as our customer's partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.
Candidatura gestionada por Payoneer