IT/Helpdesk Supervisor

Ledgebrook

IT Helpdesk Supervisor responsible for leading IT support operations for a remote workforce at Ledgebrook. Focus on optimizing helpdesk performance and team development in a fast-paced environment.

Posted 7/23/2026full-timeWrocław • 🇵🇱 PolandMid-LevelSenior💰 PLN 12,000 - PLN 15,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT helpdesk operations, team leadership, and support for remote work environments. Proficient in managing ticketing systems and providing high-quality user support while ensuring operational efficiency.

Highest-signal resume keywords

IT Helpdesk OperationsGoogle Workspace AdministrationWindows and macOS SupportTicketing Systems ExperienceMDM Tools Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportHelpdesk ExperienceTicketing SystemsNetworking FundamentalsSaaS Application SupportEndpoint ManagementWorkflow AutomationDocumentation MaintenanceTechnical Issue TroubleshootingUser-Focused Service

Soft Skills

Team LeadershipCoaching and MentoringClear CommunicationOperational EfficiencyUser Support

Tools & Technologies

Google WorkspaceJiraServiceNowFreshserviceHRIS PlatformsJamfIntuneMDM PlatformsVPNRemote Support Tools

Certifications & Qualifications

CompTIAGoogle WorkspaceITIL

Industry Keywords

Remote WorkHybrid WorkStartup EnvironmentHigh-Growth EnvironmentWrocław

Tech Stack

Tools & technologies

DNSJamfMacOSServiceNow

About the role

Key responsibilities & impact

Lead day-to-day IT helpdesk operations and supervise support team performance
Manage and prioritize ticket queues to ensure timely resolution and SLA adherence
Serve as the escalation point for complex technical issues (Tier 2/3 support)
Coach, mentor, and develop helpdesk team members
Support hiring, onboarding, and training of new IT staff
Provide IT support for a fully remote workforce, including onboarding and offboarding
Troubleshoot issues across devices, networks, and SaaS applications
Administer and support core systems, including Google Workspace and other SaaS tools
Manage endpoint environments across Windows and macOS, including MDM platforms
Improve helpdesk workflows, automation, and overall operational efficiency
Maintain clear documentation and contribute to a scalable knowledge base
Deliver a high-quality support experience through clear communication and user-focused service

Requirements

What you’ll need

3–5+ years of IT support or helpdesk experience
Experience supporting remote or hybrid work environments
Strong experience with Google Workspace administration
Proficiency supporting Windows and macOS environments
Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice)
Experience using HRIS platforms
Based in or within commuting distance of Wrocław
Experience in a startup or high-growth environment (preferred)
Familiarity with MDM tools (e.g., Jamf, Intune) (preferred)
Understanding of networking fundamentals (DNS, DHCP, VPN) (preferred)
Relevant certifications (CompTIA, Google Workspace, ITIL, etc.) (preferred)
Previous leadership or supervisory experience is a plus (preferred)
Experience with Rippling beneficial (preferred)

Benefits

Comp & perks

100% Remote Work
Unlimited Paid Time Off
Private Healthcare (Lux Med)
Helping Hand Program
Meaningful Equity
High-Growth Startup Environment
Exposure to the U.S. Insurance Market
Career Growth Opportunities
International Team & Cross-Border Collaboration
Opportunity to Meet and Collaborate with Colleagues in the U.S. Through Occasional Business Travel