Brief info about Vinted Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third. The Vinted Group is made up of three business units that support this mission: Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life. Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces. Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members. Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people. Information about the position 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. In this position, you’ll 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. About you 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. 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. Work perks 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 Working at Vinted Workation policy Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non-EU citizens, it's 21 days worldwide. This can be combined with time off for vacation or personal time. Individual learning budget Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2-year period to support your personal and professional development. Hybrid work Our hybrid model, with 2 recommended office days a week, gives you and your team the flexibility to decide if and when you want to work from home, and when to catch up in person. Equal opportunity We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match! The gross monthly salary range for this position is: €6.658 — €9.008 EUR