IT Technical Support Lead

IT Technical Support Lead - Warsaw - Permanent

A fantastic opportunity has arisen for an IT Technical Support Lead to join our Warsaw based global law firm on a permanent basis.

Key Responsibilities

• Provide advanced, client-facing technical support to senior stakeholders, delivering proactive, high-quality service aligned with global operating standards
• Act as the technical lead, identifying risks, testing new technologies (e.g. desktop updates, future workspace tools), and supporting global and local IT initiatives
• Serve as the escalation point for complex issues, bridging 2nd and 3rd line support and ensuring timely resolution
• Lead and mentor local IT team members, improving technical capability, service quality, and adherence to standards
• Coordinate task allocation and oversee delivery of VIP/deskside support, ensuring efficient handling of high-priority requests
• Collaborate with regional and global teams to drive service improvements and resolve recurring technical issues
• Facilitate knowledge sharing across teams, including training on core systems, applications, and new technologies
• Monitor compliance with security standards, governance policies, and regulatory requirements
• Manage local IT assets and contribute to budgeting, cost control, and resource planning
• Support and contribute to IT projects, including implementation, testing, and feedback cycles
• Maintain up-to-date knowledge of business applications, IT trends, and emerging technologies (e.g. AI, analytics)
• Engage with stakeholders to gather feedback and enhance end-user experience and service delivery

Key Experience

• Proven experience in a senior or lead IT support role within a client-focused environment
• Strong background in IT service management, including ITIL processes (Change, Problem Management) and continuous improvement practices
• Demonstrated ability to manage technical escalations and complex operational challenges
• Experience mentoring or leading technical teams, with a focus on skill development and service excellence
• Expertise in Microsoft environments (Office 365), Citrix platforms, and desktop management tools (e.g. SCCM, Intune)
• Familiarity with mobile device support, video conferencing technologies, and cross-platform systems (Windows, macOS, iOS, Android)
• Experience supporting document management systems and collaboration tools within professional services environments
• Strong analytical, problem-solving, and communication skills, with the ability to engage both technical and non-technical stakeholders
• Ability to operate effectively under pressure while maintaining high service standards
• Experience working across regional or global teams and coordinating cross-functional initiatives
• Understanding of IT governance, security compliance, and vendor management
• Fluency in English and Polish (spoken and written)