Head of Technical Support

компания "tibbo" we are tibbo systems! learn more about us at https://aggregate.digital tibbo systems - an accredited it company leading in software solutions for the internet of things (iot), it infrastructure management, industrial and building automation, remote monitoring and service, physical access control, and data center management. we are looking for a head of technical support to join our team! responsibilities: ensure tech support for tibbo aggregate cloud web services and iot platform corporate clients organize and manage team of tech support specialists/help desk technicians prioritize it-related problems submitted to help desk and escalate when necessary, assign problems/tasks to tech support specialists budgeting: preparing & controlling (p&l) kpi tracking: rpe, mpe, sla develop, implement, and continuously improve manuals, reports, knowledge base in order to ensure collaboration between the technical support team and delivery, sales, r&d and marketing divisions manage your team: hiring, onboarding, professional development; workload and efficiency; motivation and retention; performance review; admin issues (holidays, days-off, sick leaves, etc) our ideal candidate: 3 years + as a head of support team serving corporate clients: b2b, product or it monitoring companies excellent oral and written russian and english strong expertise in managing technical support team 24/7 people management: goal setting, decision making, planning, delegation, control, feedback and motivation ability to prioritize and manage tasks, excellent time management skills team player, helpful, and problem-solver autonomous, proactive jira service desk: setting up and administration would be a plus: use of itil/itsm application strong technical knowledge in networking systems: windows and linux os administration, apache, nginx, mysql/postgresql and cassandra databases, networks, troubleshooting, software development methodologies and devops, software development lifecycle experience in organizing and supervising the 24h technical support team information security: experience would be a plus bash scripts, powershell, opc, odbc, modbus, http, snmp, wmi, jasperreports reports, html/js/css/jquery/typescript basics of programming (oop, data structures, algorithms, basics of database design) and diagnostics of java applications able to share knowledge with others experience with a remote team within an international company aggregate platform, sql, jql knowledge of industry automation and automated process control systems we offer: 100% remote work. paid sick leaves and vacations (plus 4 paid days-off) professional development and career growth young, friendly, smart team.