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Job Overview

Key Responsibilities:

  • Organise and control work of Internal IT Service Desk team

  • Control and coordinate branch office IT-outsourcing companies in Berlin, London, NY.

  • Ensure Internal IT Service Desk staff are user oriented and user friendly

  • Define, set and achieve SLA/OLA targets for services Service Desk team is responsible

  • Support workflows of IT Service Desk routine procedures, formalize them as policies, review/implement revised procedures to reduce risk of repeating incidents.

  • Write exhaustive and clear user manuals, perform their regular review, ensure that such documentation is of high quality, accurately represents all relevant information and is up to date

  • Solve conflict situations, prevent potential conflicts and misunderstanding between users and Service Desk team

  • Take part in internal “University”, record howto videos with general information and assist other IT teams with their specific parts of the “University” materials

  • Track high-priority tasks and prioritise them, escalating where appropriate

  • Assist IT Service Desk team to solve issues and requests

  • Oversee the career development of the team, carrying out regular staff reviews and coordinating personal development plans

Role Requirements:

  • Upper intermediate level of written and spoken English

  • Previous experience in managing a support team

  • Significant experience of working to and managing/monitoring SLA’s

  • Excellent stakeholder management skills and be user facing

  • Strong understanding of ITSM and ITIL principles

  • Splendid soft skills

  • International companies work experience

We offer:

  • Career opportunity within High Tech international company – one of the leaders in the Programmatic Marketing industry
  • Open and approachable management team with strong engineering DNA (80% of Moscow office – engineers, managers and executives with technical background)
  • Internal pathways for career development and professional growth, supported by Performance Management System
  • Competitive compensation package
  • Corporate Health Insurance Program or Voluntary Insurance Program (VMI)
  • Internal and external learning courses both for professional and soft skills development
  • English Corporate Program
  • Relocation Program for you and your family from any region of Russia to Moscow office
  • Full flexibility outside our core working hours 12:00-18:00
  • Referral Bonus Program
  • Recognition of employee milestones.

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BidSwitch Overview

BidSwitch is focused on continually pushing the boundaries on what programmatic advertising can do. Engineered by IPONWEB, BidSwitch was created to help programmatic technology companies meet the challenges and redundancies produced by the rapidly expanding global real-time ecosystem. As a company, BidSwitch is completely neutral and never takes a position on media. We are focused on solving the underlying technical complexities and inefficiencies that hamper platform interconnectivity and trading at the infrastructure level.

Today, BidSwitch facilitates more than 350 supply and demand technology partners globally to connect and trade media across the display, mobile, native, video, TV, DOOH and VR ecosystems — all via a single standardised integration. By integrating with BidSwitch, partners* can instantly access hundreds of platforms through normalised protocols. The unique myBidSwitch UI includes features that make maintaining, optimizing and customizing relationships between supply and demand fast and easy.

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