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:

Supervision and Leadership:

Provide guidance, mentorship, and supervision to Tier 1 support team.

Coordinate the daily activities of the Tier 1 team, including assigning tasks, managing workload, and ensuring adequate coverage.

Ensure that timesheets are completed with necessary information and submitted in a timely manner

Conduct regular team meetings to communicate updates, address issues, and foster a collaborative team environment.

Ensure that the team is fully equipped with necessary skills, knowledge and tools to deliver the services.

Manage workforce planning, including shift coverage and workload balancing

Technical Support & Customer Service:

Assist Tier 1 support team with complex technical issues, escalations, and troubleshooting.

Serve as backup of the Tier 1 team during special cases or when tickets and workloads are spiking up

Serve as the first escalation point of the Tier 1 team members for unique cases or new support requirements, delayed response or resolution from other support teams, attending to dissatisfied customers and other scenarios that call for escalation.

Address customer escalations and complaints in a timely and effective manner, striving to achieve high levels of customer satisfaction.

Lead incident management by managing bridge call, assessing incident severity and priority, providing timely communication to stakeholders, documenting actions and decisions and conducting post-incident reviews.


Quality Assurance:

Ensure that all tickets are handled correctly: right ticket qualifications (service categories, type, subtype, item, etc.), status, updates, and communication procedure is followed accordingly.

Monitor the performance of the Tier 1 support team to ensure adherence to company standards, SLAs, and quality metrics.

Conduct periodic reviews and assessments required by the management and the organization.


Process Improvement:

Analyze trends of the team performance, identify areas of improvement, identify root causes and recommend corrective or improvement action items.

Develop SOPs, knowledge base and other necessary documentation and keep them up to date


Collaboration:

Collaborate with other teams and stakeholders to implement process enhancements, initiatives, and workflow optimizations.

Coordinate with other support teams for delivery of IT support services to customers

Foster a collaborative culture that encourages the sharing of information and best practices.


Qualifications & key competencies:


• 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
• 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.
• Be a key part of a growing enterprise support solution.
• Work with talented teams across T1 T3 support levels.
• Opportunity for career growth and development.
• Inclusive and supportive work culture.
• Bachelor's degree in information technology, Computer Science or related field.
• Excellent problem solving and decision-making skills
• Strong conflict resolution and escalation management skills
• Analytical and customer-centric mindset with focus on service quality and operational excellence.

Working conditions: 

• Hybrid setup
• Shifting, including weekends or holidays
• On-call availability for critical incidents