Role Overview:
We are seeking a seasoned and motivated L1
Team Lead to oversee our first-level IT support team. The L1 Team Lead will be
responsible for guiding the team in delivering exemplary support for
applications, infrastructure, and end-user systems. The successful candidate
will possess robust technical skills, leadership capabilities, and experience
with monitoring and support tools such as SolarWinds, Dynatrace, ServiceNow,
and Nexthink.
Key Responsibilities:
Team Leadership & Mentorship:
Lead, mentor, and coach a team
of L1 support engineers to achieve both individual and team performance
objectives.
Provide technical guidance to
the team in incident detection, troubleshooting, and resolution.
Conduct regular team meetings
and training sessions to disseminate best practices and enhance team
capabilities.
Monitoring & Incident Coordination:
Oversee team activities related
to monitoring application, infrastructure, and endpoint performance using tools
like SolarWinds, Dynatrace, Nexthink, and ServiceNow.
Ensure that incidents are
promptly detected, logged, categorised, and prioritised according to their
impact.
Serve as an escalation point
for complex or unresolved incidents and facilitate efficient hand offs to L2/L3
teams.
Incident Management & Reporting:
Guarantee timely resolution of
incidents and service requests by the L1 team.
Monitor ticket queues in
ServiceNow to ensure adherence to SLAs for response and resolution times.
Generate daily, weekly, and
monthly reports on incident metrics, team performance, and key support trends.
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.
User Support & Communication:
Communicate incident status,
updates, and resolutions effectively to end-users and stakeholders.
Foster a customer-centric
support environment to ensure a positive user experience.
Manage escalations and customer
feedback to enhance service quality.
Collaboration & Cross-Functional Coordination:
Work closely with L2/L3 teams,
development teams, and other IT departments to resolve issues and improve
support operations.
Participate in cross-functional
meetings to address support challenges, share insights, and spearhead
continuous improvement initiatives.
Required Qualifications:
Experience: 3-5 years in IT support,
with at least 1-2 years in a team lead or supervisory role.
Technical Skills: Comprehensive
understanding of IT infrastructure, applications, and end-user systems.
Tools: Hands-on experience with
SolarWinds, Dynatrace, Nexthink, and ServiceNow for monitoring and incident
management.
Leadership & Problem-Solving: Strong
leadership, decision-making, and problem-solving abilities to guide the team
effectively.
Communication: Excellent communication
and interpersonal skills to manage stakeholders, team members, and end-users.
Preferred Qualifications:
Certifications such as ITIL
Foundation, CompTIA Network+, or equivalent.
Experience working in a 24x7
support environment with an understanding of SLAs and incident management
processes.