IT Support Lead

EngineeringTallinn

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Office

Tallinn

Team

Engineering

Salary Range

€45,000 - 61,200 +RSUs

Here at Wise we’re working to create a seamless IT experience by offering all the tools and permissions people need to do the best work they can, and simultaneously avoid being a speed hump. 

The teams that support all this is called User Technology (UT). UT consists of autonomous teams that build and maintain everything needed to support our company mission. These teams include Device Management, Conferences and Events, Network Infrastructure, Service Management and User Access Management organised into various engineering and support functions. Our UT Team supports our 3500+ Wisers across 15 offices. 

Your mission:

We’re looking for an exceptional Lead for the UT Support Team. As the name suggests the team looks after everything IT Support would entail, from issuing technical equipment (laptops and peripherals), to 1:1 troubleshooting and repairs. It will be your responsibility to lead and drive the team forward. You’ll get to work with partner teams and mentor technicians and leads alike. You are also expected to participate in projects/initiatives affecting our entire organisation. You’ll also: 

  • Lead a small UT Support team, by providing individual support and development, as well as ensuring that the team maintains a high level of service for our Wisers
  • Build and maintain working relationships with suppliers and internal stakeholders
  • Assist to recruit, train, and support IT Support Technicians and other leads, and set hiring forecasts
  • Monitor Wise user feedback, wherever it is provided, but primarily through ticket feedback forms to identify areas for improvement
  • Identify important issues within our team, escalate major issues to various sub teams within UT, analyse datasets and develop projects for the whole of UT. 
  • You will get to work on high impact projects, and then translating that to operational processes and improving the UT experience across the company.

A bit about you:

  • Organisation is key. Ability to prioritise tasks and effectively track progress is a must
  • You enjoy helping people and solving problems by nature
  • Able to lead and maintain projects
  • Able to look at numbers and plan for forecast and budget needs
  • Passionate about computing and user experience
  • Comfortable working both independently and as part of the team as the situation requires
  • Researching solutions and the latest technology is second nature to you
  • You are able to foster an environment of trust and collaboration

Must have skills:

  • You’re an experienced leader, having previously led high performing IT or tech teams.
  • Project management is a huge plus – finding opportunities to improve things would be a big part of this role.
  • The ability to provide and receive feedback, coach technicians or and support fellow leads, and hold your teams accountable
  • Good communicator, able to foster strong cross-team relationships both within and outside of your domain, know how to set expectations for the people you lead and for yourself.

What you get back:

  • 🚀 RSU's in a growing company 
  • 💪 An annual self-development budget
  • 🐶 Pet friendly offices 
  •  🏃‍♀️Lots of fun group activities like yoga, running and boardgame nights 
  • 🏝️ A paid 6-week sabbatical leave after four years 

Find out more about our benefits in our Tallinn office.

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.


Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.


And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

#LI-GC1

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