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:

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If you wish to apply for this position, click the following link:

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