Head of IT Support

Head of IT Support

We need enthusiastic, energetic, and committed people to deliver high-level support. People, who also bring strong expertise in their professional area and have a learning mindset. Is this you?

About PaackĀ šŸ“¦

Paack is an avant-garde technology start-up in the logistics sector. It was founded in 2015,Ā and since then, the company has experienced strong global growth and it currently operatesĀ in 70 cities across different countries such as Spain, Portugal, France, and the UK. Our success isĀ backed by renowned European investors.

We believe the future of e-commerce deliveries is a customer-controlled system that
schedules the distribution according to clientsā€™ preferences. Additionally, our approach
blends the last mile delivery experience with an environmental-friendly service. Paack wantsĀ to establish a combination of the two as the new market standard. Hence, we ensureĀ clients receive their parcels in a time that suits them while contributing to sustainability.

Our product ecosystem was designed in-house allowing both technology and operationalityĀ to integrate perfectly, delivering parcels more efficiently. This results in unprecedentedĀ outcomes, offering our retail clients a competitive advantage whilst reducing the impact ofĀ their carbon footprint. Due to previously mentioned reasons, some of the best retailersĀ (Amazon, Inditex Group (Zara), H&M, El Corte InglĆ©s, etc.) have chosen Paack as their exclusiveĀ partner.

Our team of Paackers is multicultural, multilingual, and highly qualified. We enjoy the
challenges of scaling a global technology and logistics business, facing them with ambition.

In accordance with our corporate values: We Care, We Thrive, We Innovate, Paack is lookingĀ for inspiring people, people who love to grow exceeding expectations, and challenge the statusĀ quo.

Paack is proud to be an equal opportunity workplace, committed to promoting a diverse andĀ inclusive workplace.

Our teamĀ šŸ¤²

We are entrepreneurial, and, inherently, we like to work hard. We enjoy all the challenges of scaling a global technology and logistics business, and we face them with ambition.

The engineering team has a flat management structure. The teams are organized by functional areas. Technical decisions are made as a team taking in the feedback and thought process of the engineers. Team members are free to move between different teams based on the feedback of their team members and the status of their projects.

We work from different locations across the globe in different time zones. We follow agile practices like sprint planning, daily standup, and retrospectives through Slack and perform pair programming sessions and engineering talks.

About the jobĀ šŸ‘©ā€šŸ’»šŸ‘©ā€šŸ’»

We are looking for a talented Head of IT Support (Helpdesk) who would be responsible for managing the current team as well asĀ providing professional and efficient helpdesk support. A strongĀ customer service mindset is the key to succeeding in this role. This hands-on team lead will assist with theĀ standardization of helpdesk services, processes, andĀ procedures, along with streamlining any discoveredĀ inefficiencies. This person will play a key role in the continued development and expansion of the IT Helpdesk team across Paack's EU operations.

What are we looking for?šŸ¦øā€ā™€ļøšŸ¦øā€ā™‚ļø

You will beĀ responsible for handling advance first-level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software. Support will either be remotely or onsite. At the same time, you would be responsible for leading the team, taking care of team members' development, and expanding the existing model to meet Paack's future IT Support needs. For this reason, we would like you to have:

  • Previous experience in leading andĀ managing IT Support (Helpdesk) teams
  • Experience in supporting a userbase that is situated across theĀ globeĀ 
  • Ideally, experience in working and managing teams in a start/scale-up company
  • Excellent communication and listening skills, able to manage different stakeholders at all levels of the organization
  • Excellent Desktop troubleshooting skills
  • Understanding of operating systems, business applications, printing systems, and network systems
  • Proven experience in offering support via several tools such as telephony, chat, email, etc.
  • Analytical and problem-solving attitude, able to diagnoseĀ technical issues and proposing action plans for their resolution
  • Ability to work under pressure, flexibility to adapt to changes,Ā can multitask at different levels, and enjoys a fast-paced environmentĀ 
  • Understanding of support tools, techniques, and how technology is used to provide services

Why Paack?Ā šŸ‘ˆ

Because to lead the online market delivery revolution we need enthusiastic, energetic, and committed people. People, who also bring strong expertise in their professional area and have a learning mindset.

If you commit to bringing all the above, we do commit to provide a:

  • Great projects in a fast-growing scale-up, which is revolutionizing last-mile delivery in major European cities (London, Paris, Madrid, Barcelona, Lisbon, etc.).
  • Place where you'llĀ grow and build a successful career being part of a unique Team, both human and professional.
  • Collaborative work environment (we are passionate about new ideas and suggestions).
  • Budget for training, books, events, and anything that would make you become a better professional
  • Very experienced people to work with (we want you to feel inspired by us, and us inspired by you).
  • Flexible and fully remote work schedule.

Who will be part of your team?šŸ§‘ā€šŸ¤ā€šŸ§‘

Olivier Colinet (Chief Product & Technology Officer): ex-Googler and founding member of Google Cloud in EMEA

Next stepsšŸ“

Sounds like a fit? Come and join our growth. If you believe you have the capabilities to thrive in this role, then please submit your CV and any accompanying materials by completing the below.

Once we have reviewed your application and suitability, weā€™ll then be in touch to arrange a call as a next step. After which weā€™d invite you to visit us and meet the team. We thank you in advance.

Additional information

  • Remote status

    Flexible remote

Or, know someone who would be a perfect fit? Let them know!



Paack Logistics
08006 Barcelona Directions View page

Who are our Paackers?

People who care about what they do while respecting others and striving for innovation.

Every member is a fantastic contributor to the team who inspires and gets inspired by their colleagues. All Paackers are highly motivated to accomplish Paack's vision of "leading sustainable logistics for eCommerce in Europe."

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