About the RoleThe IT Helpdesk Supervisor is responsible for leading and scaling day-to-day IT support operations in a fast-paced startup environment. Working closely with the Head of IT, this role ensures reliable, secure, and efficient technical support for a remote workforce spanning the US, Europe, and Asia. You will supervise the helpdesk team, manage ticketing workflows, and act as a hands-on escalation point while continuously improving IT processes, tooling, and end-user experience.This role requires a balance of leadership, technical depth, and strong customer service skills in a dynamic, growth-oriented organization.Key ResponsibilitiesLead day-to-day IT helpdesk operations and supervise support team performanceManage and prioritize ticket queues to ensure timely resolution and SLA adherenceServe as the escalation point for complex technical issues (Tier 2/3 support)Coach, mentor, and develop helpdesk team membersSupport hiring, onboarding, and training of new IT staffProvide IT support for a fully remote workforce, including onboarding and offboardingTroubleshoot issues across devices, networks, and SaaS applicationsAdminister and support core systems, including Google Workspace and other SaaS toolsManage endpoint environments across Windows and macOS, including MDM platformsImprove helpdesk workflows, automation, and overall operational efficiencyMaintain clear documentation and contribute to a scalable knowledge baseDeliver a high-quality support experience through clear communication and user-focused serviceOffice attendance is flexible, with in-person presence expected when needed for onboarding, team collaboration, meetings, or other business needsAbout youHere at Ledgebrook we are passionate about creating a team that is on a continuous learning journey and that shares our excitement about building a company from the ground up. We don’t just want someone to follow a checklist; we want a builder who is:Innovative: You aren't satisfied with the status quo and constantly seek to optimize test execution time and reliability.Agile & Urgent: You balance the "keener sense of urgency" with the architectural discipline to "do it right" the first time.Principled: You hold yourself and your code to high standards, maintaining a "do the right thing" mentality in a high-performing, non-toxic environment.Proactive: A strong drive and desire to win together as a high-performing teamRequirementsRequired:3–5+ years of IT support or helpdesk experienceExperience supporting remote or hybrid work environmentsStrong experience with Google Workspace administrationProficiency supporting Windows and macOS environmentsExperience with ticketing systems (e.g., Jira, ServiceNow, Freshservice)Experience using HRIS platformsBased in or within commuting distance of WrocławPreferred:Experience in a startup or high-growth environmentFamiliarity with MDM tools (e.g., Jamf, Intune)Understanding of networking fundamentals (DNS, DHCP, VPN)Relevant certifications (CompTIA, Google Workspace, ITIL, etc.)Previous leadership or supervisory experience is a plusExperience with Rippling beneficialBenefits100% Remote WorkUnlimited Paid Time OffPrivate Healthcare (Lux Med)Helping Hand ProgramMeaningful EquityHigh-Growth Startup EnvironmentExposure to the U.S. Insurance MarketCareer Growth OpportunitiesInternational Team & Cross-Border CollaborationOpportunity to Meet and Collaborate with Colleagues in the U.S. Through Occasional Business TravelCompensationBase Salary Range 12000-15000 PLN gross/month (Contract of Employment). This is a good-faith compensation range based on what Ledgebrook reasonably expects to pay for this position at the time of this posting. Actual compensation may vary based on a variety of relevant factors including experience, qualifications, geographic location and other relevant factors.Employees in this position are eligible to participate in Ledgebrook’s equity incentive program.
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