Senior IT Support Engineer (Team Lead)

People Can Fly is seeking an experienced IT professional to lead their IT Support team across Poland and North America. This hands-on role involves providing technical mentoring, coordinating daily operations, implementing support processes, managing onboarding/offboarding, and maintaining documentation. The successful candidate will also collaborate with other teams, procure IT equipment, lead IT rollouts, and provide direct end-user support, ensuring smooth IT operations in a global environment.

Must Have

• Provide technical mentoring and guidance to IT Support team members
• Coordinate daily IT Support operations, including task assignment and prioritization
• Implement, maintain, and improve support processes and procedures
• Coordinate onboarding/offboarding, workstation provisioning, and asset lifecycle management
• Create and maintain Knowledge Base documentation
• Collaborate closely with other teams to ensure smooth escalations and implementation of changes
• Procurement of IT equipment, software
• Lead IT rollouts (OS updates, endpoint security, software deployments, automation)
• Provide direct support to end-users
• Install, configure, and maintain IT hardware and peripherals
• Minimum 5 years of experience in IT
• At least 2 years in a Senior or Technical Lead role within IT Support
• Strong experience with Azure AD / Active Directory management
• Proficiency in PowerShell scripting
• Solid knowledge of computer network diagnostics (TCP/IP, VPN, DNS, DHCP)
• Advanced skills in Windows operating system troubleshooting
• Experience in Google Workspace administration
• Experience with Remote Endpoint Management software (e.g., SCCM/Intune/Endpoint Central)
• Strong analytical and troubleshooting skills
• Experience working in a geographically distributed team
• Fluency in spoken/written English and Polish languages
• Strong customer-centric mindset
• Ability to coordinate global team working in different time zones

Perks & Benefits

• Private medical healthcare including dental treatment for PCF members and their families (Signal Iduna)
• MultiSport card for you and your family members or friends
• Free library with a wide range of games and books you have unlimited access to
• In-company Polish and English language classes
• Fresh fruit, snacks, and beverages for everyone in the office
• Flexible working hours
• Free virtual health and mental wellbeing sessions are included in the plan for members and their dependents
• Personal development opportunities and ability to work in a global environment
• Work in a creative team with people full of passion for what they do

About the Role:

We are looking for an experienced IT professional to lead the IT Support team across Poland and North America. This hands-on role combines technical expertise with team coordination.

Main Responsibilities:

• Provide technical mentoring and guidance to IT Support team members;
• Coordinate daily IT Support operations, including task assignment and prioritization;
• Implement, maintain, and improve support processes and procedures;
• Coordinate onboarding/offboarding, workstation provisioning, and asset lifecycle management;
• Create and maintain Knowledge Base documentation;
• Collaborate closely with other teams to ensure a smooth flow of escalations and implementation of changes;
• Procurement of IT equipment, software;
• Lead IT rollouts, including OS updates, endpoint security enhancements, software deployments, and automation initiatives;
• Provide direct support to end-users;
• Install, configure, and maintain IT hardware and peripherals.

Qualifications

• Minimum 5 years of experience in IT, including at least 2 years in a Senior or Technical Lead role within IT Support;
• Strong experience with Azure AD / Active Directory management (Identity Management, Conditional Access, GPO);
• Proficiency in PowerShell scripting;
• Solid knowledge of computer network diagnostics (TCP/IP, VPN, DNS, DHCP);
• Advanced skills in Windows operating system troubleshooting;
• Experience in Google Workspace administration;
• Experience with Remote Endpoint Management software (e.g., SCCM/Intune/Endpoint Central);
• Strong analytical and troubleshooting skills;
• Experience working in a geographically distributed team;
• Fluency in spoken/written English and Polish languages, enabling clear technical communication in an international environment;
• Strong customer-centric mindset with a proactive approach to identifying technology gaps and suggesting systemic improvements;
• Ability to coordinate global team working in different time zones (Poland and North America).

Additional Information

What we offer:

• Private medical healthcare including dental treatment for PCF members and their families (Signal Iduna).
• MultiSport card for you and your family members or friends.
• Free library with a wide range of games and books you have unlimited access to.
• In-company Polish and English language classes.
• Fresh fruit, snacks, and beverages for everyone in the office.
• Flexible working hours.
• Free virtual health and mental wellbeing sessions are included in the plan for members and their dependents.
• Personal development opportunities and ability to work in a global environment.
• Work in a creative team with people full of passion for what they do.

We are committed to an inclusive and diverse work culture. PCF is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, genetic information, marital status or any legally protected status.