Engineering Manager, IT

As Engineering Manager for IT Support, you will lead the transition from human-led ticket execution to an agentic, knowledge-driven employee support model. Your mission will be to build a support system where well-defined requests can be understood, validated against policy, executed through approved workflows, and completed in connected systems by AI agents, with humans focusing on exceptions, service design, and continuous improvement.

You will lead the IT Support team in the IT domain and work closely with IT Infra owners, Security, People, Finance, Legal, and Engineering partners. The role sits at the intersection of operations, knowledge management, automation, system integrations, governance, and employee experience.

This is a hands-on leadership role for someone who can improve today's service quality while building the next version of support: service catalogue maturity, agent-readable knowledge, safe workflow execution, auditability, analytics, and team capability.

• Lead the IT Support team and evolve its operating model from ticket handling to scalable, agentic service delivery.
• Build and maintain a high-quality knowledge base and service catalogue that can support both humans and AI agents.
• Identify repetitive request patterns and convert them into approved automation and agent execution paths.
• Partner with systems owners to design safe integrations that allow agents to make controlled changes in systems on behalf of requesters.
• Define governance for agentic support, including policy validation, permissions, human-in-the-loop checkpoints, audit trails, and exception handling.
• Improve request intake, routing, prioritization, SLA and quality metrics, and stakeholder communication.
• Use analytics to reduce manual work, improve first-contact resolution, and increase self-service and agent-resolved request rates.
• Coach and grow the team in knowledge management, process thinking, automation mindset, and modern support engineering practices.
• Collaborate with Security, People, Finance, Legal, Engineering, and other teams to make support processes safer, clearer, and easier to use.

• Have solid experience leading IT support, automations, platform operations, or similar technical teams.
• Understand ITSM, service catalogue, knowledge management, request fulfilment, access and permissions workflows, and operational support metrics.
• Have practical experience improving support through automation, workflow tooling, integrations, AI-assisted support, or self-service.
• Are comfortable working with AI and automation concepts and can translate them into safe, governed, human-friendly support processes.
• Can balance speed and control: you know when a request can be automated and when it needs human review, policy validation, or stakeholder decision.
• Care deeply about employee experience, operational reliability, clear ownership, and reducing repetitive manual work for the team.
• Communicate clearly with both technical and non-technical stakeholders and can build alignment across teams with different expectations.
• Are strong at coaching people, setting direction, and helping a team move through change without losing delivery discipline.

Nice to have

• Advantage: experience with Jira Service Management, Slack bots, identity and access workflows, workflow orchestration, or internal developer platforms.
• Advantage: experience designing or governing AI agents, virtual agents, agent assist, or autonomous workflow execution in enterprise environments.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• A dog-friendly office
• In Vilnius office: Gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast