The Head of IT Support leads and oversees the Group’s IT support operations, managing service delivery, user experience, and support processes across multiple locations in Cyprus. The role involves supervising the support team, handling ticket escalations, maintaining end-user and core business systems, coordinating vendor relationships, and providing remote or on-site support for vessels. Candidates require a Bachelor's degree in a related field and at least three years of IT support experience, including two to three years in a leadership position.
Scope of duties:
This position is responsible for leading and overseeing the Group’s IT Support function, ensuring efficient, reliable, and high-quality support services to all users. The Head of IT Support manages day-to-day IT support operations, service delivery, user experience, and continuous improvement of support processes, while ensuring alignment with the Group’s IT policies, security requirements, and business needs.
Responsibilities:
• Oversees the daily operation of the IT Support function, ensuring timely resolution of incidents and service requests.
• Manages and prioritizes IT support tickets, escalations, and service-level commitments.
• Leads, mentors, and supports IT Support team members, ensuring appropriate workload distribution and skill development.
• Ensures effective support for end-user systems, including desktops, laptops, mobile devices, printers, and peripherals.
• Oversees support for core business systems, Danaos ERP, document management systems, email, collaboration tools, and security applications.
• Defines, implements, and continuously improves IT support procedures, workflows, and documentation.
• Ensures compliance with IT policies, security standards, and access control procedures.
• Supports vessels remotely and, when required, visits vessels to provide onboarding, system setup, and hands-on IT support.
• Coordinates with Infrastructure, Security, Business Systems, and Development teams to resolve complex or recurring issues.
• Manages third-party support providers and vendors, including coordination and follow-up on unresolved incidents.
• Monitors support performance metrics and prepares reports on ticket volumes, resolution times, and recurring issues.
• Supports onboarding and offboarding processes, including user access provisioning and equipment allocation.
• Ensures IT support readiness for new system rollouts, upgrades, and digital transformation initiatives.
• Reviews and evaluates quotations received from suppliers for IT equipment such as desktops, laptops, monitors, peripherals, and related hardware, ensuring cost-effectiveness and alignment with Group standards.
• Coordinates the procurement of approved IT equipment and ensures timely delivery and deployment to users.
• Ensures that all IT assets are properly recorded, updated, and maintained in the Group’s asset management / inventory system following purchase, assignment, or replacement.
• Oversees the IT Service Desk as the first-line (Level 1) support function for all user-reported incidents and requests.
• Ensures that recurring or complex issues identified by the IT Service Desk are properly escalated to the Infrastructure & Information Security department for further investigation and resolution.
• Monitors recurring incidents and trends, coordinating with Infrastructure & Information Security to implement long-term corrective actions and prevent reoccurrence.
• Executes any other duties assigned by the Chief Technology Officer (CTO).
• Implements Group’s Management System and makes suggestions for improvements
Required Qualifications / Competencies:
• Bachelor’s degree in Information Technology, Computer Science, or a closely related field, or equivalent professional experience.
• Minimum of 3 years of experience in IT Support or Service Desk roles, with at least 2–3 years in a supervisory or leadership position.
• Strong experience supporting end-user computing environments (Windows, Microsoft 365, mobile devices).
• Experience with ticketing systems, service management tools, and SLA-driven support environments.
• Good understanding of IT infrastructure, networking, and information security principles.
• Ability to manage escalations, prioritize tasks, and operate effectively under pressure.
• Strong leadership, communication, and interpersonal skills.
• Customer-focused mindset with strong problem-solving abilities.
• Ability to document procedures and train users effectively.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent verbal and written communication skills in both the English and Greek languages. Analytical mind and problem-solving aptitude.
• Ability to perform well in a fast-paced environment and meet deadlines.
• Excellent verbal and written communication skills in both English and Greek languages.
Benefits
- 13th Salary
- Provident Fund
- Private Medical Insurance
- Monthly Nursery Care Allowance
- Annual Paid Study Leave
- Lunch
- Parking
Why Join Us?
We offer an engaging, professional environment where every contribution is valued, and your skills are applied in ways that make a meaningful impact. If you're seeking to grow within a company that places people at the center of its values, we welcome your application.
All applications will be treated with strict confidentiality. Applicants must be able to reside & work within EU.
If you wish to apply for this position, click the following link:
https://onlinerecruitment.exelsyslive.com/?c=88E061A5-B0D5-40DF-A022-0FD82626C0CE&v=2026/0016
If you wish to apply for this position, click the following link:
https://onlinerecruitment.exelsyslive.com/?c=88E061A5-B0D5-40DF-A022-0FD82626C0CE&v=2026/0016
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