RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We're searching for a Skopje-based Team Lead, Service Desk to join our Corporate Systems team, so that we can deliver reliable, high-quality technical support that underpins operational efficiency across the organisation. Acting as both a technical contributor and informal leader, the Team Lead will oversee day-to-day service desk operations, guiding the team through troubleshooting workflows, process optimisation, and technical support while ensuring service standards and prompt resolution of user issues.

How You'll Spend Your Time

• Guide team members on system support procedures, troubleshooting protocols, documentation standards, and communication best practices.
• Monitor incident and service request workflows, ensuring timely escalation, follow-up, compliance, and service quality.
• Identify opportunities to streamline daily workflows, remove inefficiencies, and improve operational consistency.
• Coach team members in root cause analysis and practical resolution of hardware, software, and system issues.
• Support adoption of digital tools, security standards, technology updates, and cross-functional service desk collaboration.
  
  

What Kind of Things We're Most Interested in You Having

• 2 to 4 years of experience in IT support, Service Desk, end-user devices and corporate systems administration, with at least 1 year of informal or formal team leadership experience
• Hands-on Service Desk and corporate systems administration experience: ServiceDesk Plus, Jira or similar, Endpoint Central, Intune, Microsoft 365 administration, and related end-user computing platforms.
• Working knowledge of endpoints and users management across Windows, macOS, iOS, and Android including security and vulnerability patching, licensing, access permissions assignments and similar.
• Working knowledge of core infrastructure services, including virtual machines, Active Directory, Azure, Entra ID, and hybrid identity environments.
• Demonstrated ability to instruct and mentor team members on workflow optimization and technical troubleshooting within a corporate systems service desk environment, analysis, improvements and reporting on team's performance KPIs.
• Hands-on experience using AI technologies to improve operational efficiency, automate routine tasks, and enhance business processes.
• Degree-level education balanced by relevant experience. ITIL, Microsoft 365 or Azure certification, security/compliance training, endpoint management training or leadership development will be considered as added value.
• Ability to work at location (Skopje office) several days per week to strengthen relationships with team and end users, gain firsthand insight into operational challenges, improve service quality, and ensure IT support remains closely aligned with business needs.
  
  

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.

As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix.com.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.