IT Support Team Leader

About Payoneer

Founded in 2005 Payoneer is the global financial platform that removes friction from doing business across borders with a mission to connect the worlds underserved businesses to a rising global economy. Were a community with over 2500 colleagues all over the world working to serve customers and partners in over 190 countries and territories.

By taking the complexity out of the financial workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

If you thrive in a fast-paced environment love helping people and can lead a team while keeping things running smoothly Payoneer wants you. Were looking for an experienced IT Support Team Leaderto head our Corporate IT support operations owning the end-user experience for 1500 employees across our global offices and remote sites.
Youll be the bridge between hands-on technical support and IT strategy ensuring SLAs are met processes are sharp and your team is empowered to deliver excellent service every day. This role reports directly to the Regional IT Manager.

What youll do:

• LeaderShip & Operations:
  
  • Lead and mentor a team of IT support engineers setting clear priorities and performance expectations
  • Own and drive the day-to-day IT support operation for 1500 users across HQ remote offices and distributed sites
  • Manage escalations serve as the teams primary point of contact for complex issues and ensure timely resolution
  • Build maintain and enforce IT support processes procedures and runbooks
  • Track and report on KPIs: ticket volumes SLA adherence CSAT and resolution times
  • Identify automation and efficiency opportunities to continuously improve service quality
• Technical Responsibilities:
  • Oversee troubleshooting of hardware software and network issues across all user-facing systems
  • Manage corporate endpoint fleet deployment configuration patching and lifecycle using MDM solutions (Intune Jamf or equivalent)
  • Maintain and improve corporate cloud environment: Microsoft 365 Azure AD / Entra ID Exchange Online SharePoint
  • Support and manage corporate collaboration platforms (video conferencing telephony/UC systems AV setups)
  • Work closely with the Cyber Security team to enforce policies respond to incidents and implement controls
  • Maintain full visibility of IT inventory hardware software licenses and assets
  • Support remote and branch sites including network fundamentals (LAN Wi-Fi VPN) and remote management tools
• Strategy & Improvement:
  • Participate in IT roadmap planning and contribute ideas that improve the employee technology experience
  • Evaluate and onboard new tools and technologies that improve support efficiency or employee productivity
  • Develop and maintain onboarding/offboarding workflows to ensure a consistent and secure experience

Who you are:

• 4 years of experience in corporate IT support with at least 24 years in a team lead or senior role
• Proven track record of supporting large user bases (1000 users) in a multi-site or global environment
• Strong service orientation you measure success by the quality of the experience you deliver
• Experience managing or mentoring IT support staff including workload planning and performance feedback
• Proven experience managing both on-site and remote employees maintaining team cohesion accountability and engagement across distributed locations
• Solid hands-on knowledge of Microsoft ecosystem: Windows OS Active Directory Microsoft 365 Entra ID.
• Experience with MDM platforms such as Intune Jamf SCCM or similar
• Good understanding of network fundamentals: LAN Wi-Fi VPN DNS DHCP
• Comfortable managing collaboration platforms (Microsoft Teams Zoom video conferencing infrastructure)
• Strong communicator fluent English (spoken and written) able to explain technical concepts clearly to non-technical stakeholders
• Can do attitude resourceful calm under pressure and solution-focused
• Hands-on experience with an ITSM platform (ServiceNow Freshservice Jira Service Management Zendesk strong advantage)

Advantage:

• Experience with PowerShell scripting for automation and administration tasks
• Hands-on experience with firewall/switching environments (Palo Alto HPE Cisco Aruba)
• Familiarity with virtualization environments (VMware Azure Virtual Desktop / Windows 365)
• ITIL Foundation certification or equivalent process framework knowledge

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