IT User Support Team Lead

Join Primend and grow with us! As an IT User Support Team Lead , you will ensure reliable and high-quality customer support by leading, developing, and supporting a team of IT professionals located both in Riga and Vilnius.

You will oversee daily operations, balance workloads, strengthen technical expertise, and make sure our services are delivered according to agreed service levels. You will also take ownership in critical situations and help continuously improve the way we work.

⭐ Who are you? You are a people-focused and operationally strong leader who:

• Has experience in team leadership and customer service management
• Has strong organizational, communication, and time-management skills
• Can manage changing priorities and maintain a balanced team workload
• Takes ownership in critical situations, incidents, and escalations
• Uses service data, KPIs, and ticket trends to support sound decisions
• Is systematic, accountable, and results-driven
• Is confident in motivating, coaching, and developing team members
• Communicates fluently in English and the local language, Latvian or Lithuanian
• Has a customer-first mindset and enjoys working collaboratively across teams

⭐ What you will do? Manage daily service delivery

• Plan workloads and prioritise tasks
• Ensure SLA compliance and service quality
• Coordinate escalations, incidents, and critical issues
• Maintain accurate documentation and process adherence

Lead and develop the team

• Coach, support, and develop User Support team members
• Provide regular feedback and development discussions
• Support recruitment, onboarding, and training
• Foster a collaborative, customer-focused team culture

Drive service improvement

• Analyse service performance and trends
• Participate in customer feedback and development meetings
• Identify efficiency improvements and optimisation opportunities
• Turn findings into practical, customer-focused improvements

You’ll be responsible for both people leadership and service delivery, helping the team provide Next Level Service to our customers.

⭐ We offer you

• An international and collaborative working environment
• Rewarding employee benefits, including health insurance and mobile phone compensation
• A modern working environment in our Riga or Vilnius office
• Opportunities to develop your leadership, technical, and service-management expertise
• Shared Baltic-wide events and engaging team activities
• Supportive colleagues and the opportunity to contribute directly to the development of Primend’s services
• Flexible working arrangements, including the possibility to work partly from home after successfully completing the probation period

Salary range working in Latvia is from 3200-3600€ monthly gross and in Lithuania from 4000-4400€ (due to the tax differences). The exact salary offer will be based on the candidate's experience and competence. ⭐ Why work at Primend? Build your career in IT Learn from experienced specialists, broaden your leadership expertise, and play an important role in improving IT services for modern businesses.

Make a visible impact Your decisions will directly influence team performance, service quality, and the customer experience.

Most probably the best people #primendians Supportive colleagues, high professionalism, and a shared drive to build something meaningful. Today, we operate in Estonia, Latvia, and Lithuania, with 100 Primendians.

Ready to take the lead?

If you combine strong people leadership with a structured approach to service delivery and a genuine commitment to customer success, we would be happy to hear from you.

We are accepting applications until a suitable candidate is selected. If this role interests you, submit your application today 🚀 Would like to have more info?

Please contact Employee Experience Specialist Marion, [email protected]