L1 Team Lead - IT Support

Experience on SolarWinds, Dynatrace, ServiceNow, and Nexthink.

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

• 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.
• 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.
• 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.
• 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, ensuring a positive user experience.
• Manage escalations and customer feedback to improve service quality.
• 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.
  
  

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.