➡️ Apply here: Head of IT Support
🔔 Monitor #support #manager #team_lead jobs
👩💼 Want to stand out? Improve your resume to appeal to recruiters, hiring managers, and Applicant Tracking Systems. ➡️ Improve your resume
Position Title: Head of IT Support
Key Responsibilities:
* Build and manage IT Help Desk (L1) and Application Support (L2) teams;
* Develop team structure, shift schedules, performance KPIs, and training plans;
* Ensure 24/7 operational readiness of digital banking services;
* Manage incident lifecycle: logging, triage, investigation, escalation, resolution, and RCA;
* Implement ITIL processes: Incident, Problem, Change, Service Request and Knowledge Management;
* Oversee support of core banking systems, mobile app, digital onboarding, AML systems, card processing, payments, API integrations, and other business-critical applications;
* Operate monitoring systems and dashboards (APM, infrastructure, logs, alerting);
* Administer and optimize service desk tools (e.g., Jira Service Desk);
* Collaborate with Engineering, DevOps, Product, Compliance, and InfoSec teams on change planning and release coordination;
* Manage communication and SLAs with third-party vendors and technology partners;
* Maintain accurate documentation, SOPs, knowledge base, access roles, and configuration records;
* Ensure support operations comply with NBG regulations, internal policies, and ISO 27001 standards;
* Prepare regular reports on SLA performance, incident metrics, service quality, and team productivity.
Requirements:
Education & Experience:
* Bachelor`s degree in IT, Computer Science, Engineering, or related field;
* Minimum 5 years of experience in technical support, service desk, or application support roles;
* Minimum 2 years of team leadership or management experience;
* ITIL certification is a strong advantage.
Qualifications:
* Experience in banking, fintech, payments, or other regulated environments;
* Strong understanding of digital banking systems, core banking, APIs, and cloud infrastructure;
* Practical experience with monitoring tools (Grafana, Kibana, Datadog, etc.);
* Solid understanding of networks, security concepts, ticketing systems, and mobile app support;
* Knowledge SQL databases.
Key Skills:
* Strong leadership and people management abilities;
* Excellent communication and stakeholder relationship skills;
* High sense of ownership, responsibility, and attention to detail;
* Analytical mindset and problem-solving approach.