Head of IT Support

Have you grown from system administration into leading IT teams, and do you bring order, structure and authority to how support works? Well – it sounds like you’re exactly in the right place.

Who are we looking for?

Our technical team is searching for the right people, who will work on a very interesting product. We are searching for a Head of IT Support to lead a large IT operations organisation: the Head of Support and the Head of Helpdesk report to this role, with 10-15 support specialists, 5-6 system administrators and 3 DevOps engineers in the wider team. We need a leader who knows the technology, sets a clear structure, distributes the work and is respected by the team.

What Technical knowledge is needed?

• Strong background in system administration (current or past)
• Microsoft domain: Active Directory, Group Policy, DNS / DHCP
• Networking: LAN / WAN, firewalls, VPN, Wi-Fi
• Good understanding of AWS
• IT service management: incident, problem, change and request processes (ITIL)
• Service desk tooling and SLAs (Jira Service Management or similar)
• Comfortable using AI tools such as Claude or ChatGPT to solve problems and automate support work

What professional qualifications are needed?

• 10+ years in IT, including 5+ years leading IT support or IT operations teams
• Experience managing team leads and teams of 20+ people
• Strong organisational skills: clear structure, priorities and delegation
• Good spoken and written English (Bulgarian is a strong advantage)

What would certainly impress us?

• Experience in banking or other regulated, high-availability environments
• Experience running 24/7 support
• ITIL 4 certification

What else would be considered as an advantage?

• Knowledge of the iGaming / sports betting industry
• Experience with Microsoft Entra ID (Azure AD) and Microsoft 365
• Experience with information security standards and audits (e.g. ISO 27001)

By joining us:

• You will lead a large IT team and shape its structure and processes
• You will have exposure to large scale projects, used by real clients, which will help you gain an unmatched professional experience with leading IT operations for a 24/7 platform
• You will work in a friendly, informal, and relaxed environment, provided by a team of professionals with diverse expertise
• You will receive training and professional development opportunities
• You will have equally rewarding opportunities for career growth in technical and managerial field