Service Desk Team Leader

• Rate: up to 217 USD per day
• B2B contract via Devire
• Benefits package (medical healthcare, sports membership, etc.)
• Possibility to cooperate with an international company with a stable market position
• 100% remote position
• Long-term cooperation
• Flexible working hours

• 3+ years of experience as a Help Desk Team Lead, Manager, or in a similar role.
• Proven Microsoft 365 administration skills with hands-on experience in Exchange Online, Teams, SharePoint, OneDrive and Intune.
• Track record of successfully passing at least one PCI DSS and one SOC 1 or SOC 2 (or ISO) audit.
• Strong knowledge of IT systems, network security, and data protection practices.
• Proficiency in using compliance and audit management tools
• Strong organizational, analytical, and communication skills.
• Experience with budget planning, tracking, and reporting.
• Ability to work effectively with a distributed team across multiple time zones.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

Responsibilities

• Manage and mentor a team of three help desk specialists, planning and organizing daily workflows.
• Own and coordinate all stages of PCI DSS, SOC 1, and SOC 2 audits, ensuring successful certification and ongoing compliance.
  • Serve as the primary point of contact for all compliance-related inquiries and issues.
  • Extensive understanding of PCI DSS, SOC 1, and SOC 2 frameworks and their specific requirements.
  • Familiarity with the Trust Services Criteria for SOC 2 and the control objectives for SOC 1
  • Experience in conducting and managing audits, including preparing for and responding to audit findings.
  • Ability to perform risk assessments and gap analyses.
  • Develop and implement mitigation strategies to address identified risks.
  • Maintain comprehensive documentation of compliance activities, audit findings, and remediation efforts.
  • Coordinate with external auditors and internal teams to facilitate the audit process.
  • Regularly review and update compliance policies and procedures.
• Administer and optimize Microsoft 365 services, including Exchange Online, Teams, SharePoint, and Intune.
• Monitor emerging M365 features, pilot them, and deliver internal training sessions to maximize adoption and productivity.
• Oversee selection, rollout, and governance of IT tools used across the company.
• Develop, track, and manage the IT support budget, ensuring efficient license allocation and cost control.
• Prepare and present monthly reports on budget performance, licensing status, ticket metrics, and team productivity.
• Coordinate office management activities, including vendor relations, facilities upkeep, and equipment provisioning.