Tier 1 (T1) Support Team Lead

About the Role

We are seeking a proactive and experienced Tier 1 Support Team Lead to join our growing REST SOLUTION team. This role is critical to ensuring excellent first-line support, leading a team of Tier 1 engineers, and acting as the operational and technical bridge between users, the Tier 2 team, and operation management.

Key Responsibilities

• Lead and mentor a team of Tier 1 support engineers handling tickets, incidents, and service requests.

• Ensure SLAs and KPIs are met consistently across the T1 support function.

• Provide hands-on support to help resolve escalated T1 issues and guide team members.

• Monitor team performance and productivity; conduct regular coaching and performance reviews.

• Collaborate with Tier 2 and Tier 3 teams to ensure proper escalation and resolution processes.

• Maintain and update knowledge base articles and standard operating procedures.

• Contribute to shift planning, resource scheduling, and on-call rotations as required.

• Help improve support processes, tools, and documentation to drive continuous service improvement.

• Serve as a point of contact for client or stakeholder communication for T1 matters.

Qualifications & Skills

• Proven experience (23+ years) in IT support, including 1+ year in a lead or supervisory role.

• Strong technical understanding of common enterprise systems (Windows/Linux, networking, user support).

• Familiarity with ITIL practices (Incident, Request, Escalation management).

• Experience with ticketing tools (Connectwise Manage/PSA appreciated).

• Excellent communication, leadership, and team coordination skills.

• Ability to prioritize and manage time effectively in a fast-paced environment.

• Analytical mindset with a focus on service quality and operational excellence.

Nice to Have

• Certifications: ITIL Foundation, Microsoft, CompTIA A+, or equivalent.

• Exposure to RESTful service principles or cloud environments (AWS, Azure).

• Experience in a multi-time-zone or global support environment.

Why Join Us?

• Be a key part of a growing enterprise support solution.

• Work with talented teams across T1T3 support levels.

• Opportunity for career growth and development.

• Inclusive and supportive work culture.