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
You create reliable Primend customer service availability by strengthening the team’s performance and expanding its expertise.
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 🚀
Apply now
Would like to have more info?
Please contact Employee Experience Specialist Marion
