Role Overview:

We are looking for an experienced and motivated L1 Team Lead to oversee the first-level IT support team. The L1 Team Lead will be responsible for guiding the team in providing exceptional support for applications, infrastructure, and end-user 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 end-users and stakeholders.

- Foster a customer-centric support environment, ensuring a positive user experience.

- Manage escalations and customer feedback to improve service quality.

6. Collaboration & Cross-Functional Coordination:

- Coordinate closely with L2/L3 teams, development teams, and other IT departments for issue resolution and support improvement.

- Participate in cross-functional meetings to address support challenges, share insights, and drive 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: Solid 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.