IT Support Team Lead

About Unlimint 
Founded in 2009, Unlimint is a global fintech company with 16 offices all over the world and more than 400 
employees, that offers a large portfolio of financial services - from acquiring (payment processing) to banking and 
banking as a service. Our mission is to be “ready for tomorrow” and to provide our customers with a sense of 
stability in the everchanging financial landscape and an opportunity to be prepared for whatever the tomorrow of 
business brings their way, so that while others observe, they can already take an advantage.
Link to our official website ​Unlimint.com

We are looking for IT Support Team Lead

Responsibilities

IT Support Team Lead is responsible for the following:

• Lead and motivate the support team (L1 – L2), ensuring tickets are resolved to a high standard promptly.
• Triage new helpdesk tickets and monitor progress through to completion.
• Stock and facilities management.
• Helpdesk KPI reporting.
• Quality management: conduct daily ticket reviews and call listening to ensure procedures are followed correctly and appropriate services are provided to all clients.
• Logistics management: manage the Support Team Rota
• Provide a point of technical and service escalation.
• Monitor and drive improvements to client documentation and the internal knowledge base.
• Manage major incidents (system down/security), ensuring the correct procedures are followed and relevant stakeholders are informed.
• Ownership of the IT JIRA tool, including training new users, ensuring JIRA data is accurate and up-to-date
• Preparing inputs for the relevant meetings, workshops and steering committees and supporting the Heads of IT with updates, information and reporting on initiatives in the IT Support Process.
• Identification and escalation of issues, risks or opportunities for continuous improvement

Competencies

• Expert with Jira and Jira Service Management
• Minimum of five years experience in IT Support / HelpDesk / ServiceDesk.
• Strong spoken/written English and communication skills.
• Familiarity with ITSM concepts such as service catalogue, request fulfilment, etc.
• Excellent and proven stakeholder management/people skills
• Excellent analytical and conceptual thinking skills
• Excellent requirements documentation skills
• Excellent communication and presentation skills, including proficiency in Microsoft PowerPoint
• Experience in creating very clear As-Is and To-Be process flows, including proficiency in MS Visio
• Experience in service design
• Can do attitude, critical thinker, logic-driven, self-starter, adaptable, ability to deliver at pace

The vacancy implies an office work format (Cyprus Limassol, India Gurgaon)
Join Unlimint Team now! 
Unlimint is an equal opportunity employer. We believe passionately that employing a diverse workforce is central 
to our success. We make recruiting decisions based on your experience and skills. We welcome applications from 
all members of society irrespective of age, sex, disability, sexual orientation, race, religion, or belief.