L1 Team Lead - IT Support
L1 Team Lead - IT Support
Posted on :
28-03-2025
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1 Vacancy
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Job Description
Role Overview:
We are looking for an experienced and motivated L1 Team Lead to oversee the firstlevel IT support team. The L1 Team Lead will be responsible for guiding the team in providing exceptional support for applications infrastructure and enduser systems. The ideal candidate will possess strong technical skills leadership abilities and experience with monitoring and support tools like SolarWinds Dynatrace ServiceNow and Nexthink.
Key Responsibilities:
1. Team Leadership & Mentorship:
Lead mentor and coach a team of L1 support engineers to achieve individual and team performance goals.
Provide technical guidance to the team for incident detection troubleshooting and resolution.
Conduct regular team meetings and training sessions to share best practices and enhance team skills.
2. Monitoring & Incident Coordination:
Oversee team activities for monitoring application infrastructure and endpoint performance using tools like SolarWinds Dynatrace Nexthink and ServiceNow.
Ensure that incidents are promptly detected logged categorized and prioritized based on impact.
Act as an escalation point for complex or unresolved incidents and facilitate efficient handoffs to L2/L3 teams.
3. Incident Management & Reporting:
Ensure timely resolution of incidents and service requests by the L1 team.
Monitor ticket queues in ServiceNow to maintain SLAs for response and resolution times.
Generate daily weekly and monthly reports on incident metrics team performance and key support trends.
4. Process Improvement & Knowledge Management:
Review support processes and workflows to identify areas for improvement and operational efficiency.
Maintain and update SOPs troubleshooting guides and knowledge base articles.
Ensure consistent documentation of incident resolution steps and root cause analysis.
5. User Support & Communication:
Communicate incident status updates and resolutions effectively to endusers and stakeholders.
Foster a customercentric support environment ensuring a positive user experience.
Manage escalations and customer feedback to improve service quality.
6. Collaboration & CrossFunctional Coordination:
Coordinate closely with L2/L3 teams development teams and other IT departments for issue resolution and support improvement.
Participate in crossfunctional meetings to address support challenges share insights and drive continuous improvement initiatives.
Required Qualifications:
Experience: 35 years in IT support with at least 12 years in a team lead or supervisory role.
Technical Skills: Solid understanding of IT infrastructure applications and enduser systems.
Tools: Handson experience with SolarWinds Dynatrace Nexthink and ServiceNow for monitoring and incident management.
Leadership & ProblemSolving: Strong leadership decisionmaking and problemsolving abilities to guide the team effectively.
Communication: Excellent communication and interpersonal skills to manage stakeholders team members and endusers.
Preferred Qualifications:
Certifications like ITIL Foundation CompTIA Network or equivalent.
Experience working in a 24x7 support environment with an understanding of SLAs and incident management processes.
communication,servicenow,itil,mentorship,knowledge management,process improvement,technical guidance,incident management,infrastructure,collaboration,incident coordination,user support,team leadership,monitoring
Employment Type
Full Time
Key Skills
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