Lead IT ServiceDesk

Volmi — A Virtuos Studio is an outsourcing company that specializes in game development and game content creation. Over the past 9 years, we have successfully completed over a thousand different projects and have gained considerable experience in creating 2D and 3D art, as well as developing turnkey games. Since 2022, we have been a part of Virtuos, the world’s leading game developer, and have become the first Virtuos studio in Eastern Europe.

In particular, we have contributed to the development of popular games such as Diablo 2: Resurrected, Metro Exodus, Sniper: Ghost Warrior Contracts 2, Smite, Paladins, Gwent: The Witcher Card Game, and Marvel Snap. Therefore our team creates high-end gaming content and games for various Mobile, PC, Console, and VR projects.

Join our team of like-minded people passionate about a common goal and love for games as a Lead IT ServiceDesk!

For which tasks (responsibilities)?

• Lead ServiceDesk team of 3−5 specialists, manage resources according to the needs and team workload;
• Provide mentoring and training to other team members;
• Manage project onboarding, workstation and software preparation, tools setup;
• Act as the communication bridge between support, infrastructure, and production teams;
• Report to upper management regarding ServiceDesk performance, SLAs;
• Discover the bottlenecks and optimize processes within the area of responsibility;
• Provide support to Studio’s employees on L2/L3 level, working with ServiceDesk ticket system;
• Perform deep user hardware and software bug analysis, resolve non-standard and complicated support cases;
• Manage information security for end-user systems, handle security incidents, and reports;
• Maintain and contribute to ServiceDesk Knowledge Base;
• Perform IT asset management and tracking;
• Provide excellent customer service in addition to resolving issues within a defined SLA.

What kind of professional are we looking for?

• Have 2+ years of working experience as a ServiceDesk/Support Team Lead or Manager;
• Understand the principles of Incident management, Problem management, Asset management, ITIL/ITSM;
• Excellent knowledge of user operating systems (Windows, MacOS), MS Office (O365), Art software (Autodesk, Adobe, etc.) and Dev (VS, Git) software;
• Experience in performing workstation setup, PC and notebook repair, excellent knowledge of all kinds of PC hardware;
• Knowledge of Enterprise Antivirus, DLP and Asset Management systems;
• ServiceDesk ticketing system administration (Jira Service Management, ServiceNow, or Freshservice);
• Work with Microsoft AD, Office365 admin;
• Basic network administration and troubleshooting;
• Aware of ServiceDesk automation tools (Powershell, Intune or SCCM, WDS);
• Knowledge of IT security principles;
• Experience in managing distributed Team (2−3 locations/countries);
• Working experience in IT outsourcing or Gamedev company;
• Good English (at least B1 — spoken and written);
• Excellent communication skills;
• Problem solving, service-oriented approach.

Why do we enjoy working here?

• VOLMI collaborates with leading global studios and publishers, allowing you to work on diverse and innovative game projects;
• The company provides opportunities for professional advancement, including access to training, workshops, and other learning programs, helping employees develop their skills and knowledge;
• Clear and transparent employee growth assessment system with regular feedback for your career development;
• As part of Virtuos, VOLMI offers access to an international network of studios, opening up opportunities to work on global projects and with teams from around the world;
• The VOLMI environment values creativity and innovation, allowing employees to realize their ideas and participate in exciting creative processes;
• The modern office is located in the heart of Kyiv — on Podil, one of the most atmospheric districts of the city;
• Medical insurance;
• Support for employees during blackouts to ensure uninterrupted work both in the office and remotely for employees outside the Kyiv region;
• The possibility of remote work and flexible schedule on corporate equipment;
• A transparent system for employment types and interaction with employees, as the company is a resident of Diia.City;
• Opportunities to engage in corporate social responsibility (CSR) projects. Let’s make games better together!