L1 Support Lead
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Job Location:
Monthly Salary:
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Revised JD L1 Support Shift Lead (Offshore)
Role Overview
We are looking for a Shift Lead to manage a team of L1 Support Engineers in an offshore support model. The role focuses on ensuring SLA adherence managing escalations and maintaining high-quality support for business-critical applications.
Key Responsibilities
1. Queue & SLA Management
Monitor ticket queues (incidents/requests) and ensure timely resolution
Drive adherence to SLAs including response time and resolution metrics
Ensure effective shift handovers with clear updates on critical issues
2. Escalation Management
Validate tickets before escalation to L2/L3 teams
Ensure proper troubleshooting steps are completed at L1 level
Identify recurring issues and escalate trends proactively
3. Team Leadership & Quality
Conduct regular quality checks on tickets and customer interactions
Mentor and guide L1 engineers to improve performance
Support onboarding and training of new team members
4. Reporting & Stakeholder Communication
Share shift-level reports (volume SLA adherence key issues)
Act as the first point of contact for high-priority escalations
Coordinate with onshore teams for critical incidents
Required Skills & Experience
6 years in Technical Support with 1 2 years in a Lead role
Strong understanding of ITIL (Incident & Request Management)
Experience with ticketing tools (ServiceNow Jira Zendesk etc.)
Ability to analyze logs and basic API errors
Strong communication and team management skills
Role Overview
We are looking for a Shift Lead to manage a team of L1 Support Engineers in an offshore support model. The role focuses on ensuring SLA adherence managing escalations and maintaining high-quality support for business-critical applications.
Key Responsibilities
1. Queue & SLA Management
Monitor ticket queues (incidents/requests) and ensure timely resolution
Drive adherence to SLAs including response time and resolution metrics
Ensure effective shift handovers with clear updates on critical issues
2. Escalation Management
Validate tickets before escalation to L2/L3 teams
Ensure proper troubleshooting steps are completed at L1 level
Identify recurring issues and escalate trends proactively
3. Team Leadership & Quality
Conduct regular quality checks on tickets and customer interactions
Mentor and guide L1 engineers to improve performance
Support onboarding and training of new team members
4. Reporting & Stakeholder Communication
Share shift-level reports (volume SLA adherence key issues)
Act as the first point of contact for high-priority escalations
Coordinate with onshore teams for critical incidents
Required Skills & Experience
6 years in Technical Support with 1 2 years in a Lead role
Strong understanding of ITIL (Incident & Request Management)
Experience with ticketing tools (ServiceNow Jira Zendesk etc.)
Ability to analyze logs and basic API errors
Strong communication and team management skills
Additional Requirements
Willingness to work in shift-based (US overlap) environment
Ability to handle high-pressure situations independently
Willingness to work in shift-based (US overlap) environment
Ability to handle high-pressure situations independently
