Support Lead

Our client is a dynamically growing IT service provider and a leading expert in cloud solutions.They support both international and domestic clients in the mid-size and enterprise segment throughout their entire digital transformation journey – from planning and implementation to long-term operations. As a certified Microsoft 365 and Microsoft Azure Solution Partner, the company is fully committed to adopting and delivering the latest Microsoft technologies.To strengthen their operations organization, we are now looking for the new leader of their Senior Support Team (3-4 people) in the role of Support Lead.Key Responsibilities:Maintain regular contact (every 1–3 months) with clients under support contracts, provide status updates, define improvement or development steps, identify farming/business opportunities and involve the sales team where relevant.Lead and coordinate the daily work of a 3–4-member senior support team.Ensure the team delivers all operational and maintenance tasks according to standards and SLAs.Handle L2 escalations as the first point of contact and forward them to the Senior Engineering Team when necessary.Create, update, and maintain client operational documentation together with the team.Set up and manage the monitoring framework to ensure service availability and performance.Administer and oversee the ticketing system, including SLA compliance, ticket flow, and operational reporting.Requirements:5–7 years of leadership experience in IT operations or a similar technical support environment.Strong, in-depth knowledge of Microsoft technologies (e.g., Microsoft 365, Azure, Windows Server, Active Directory).Intermediate level of English (both written and spoken).What Our Client Offers:Remote work with state-of-the-art equipment provided (Microsoft Surface) and a monthly home-office allowance (net 29,000 HUF).Company car after the probation period, tailored to personal preference (electric, hybrid, etc.).One in-office team day per month.Team-building events every 2–3 months.One annual family event.Strong support for professional development (certifications, learning new technologies, further training).Study leave for continued education.One extra paid day off for your birthday.