IT Support L1 Team Lead

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Lead and mentor L1 engineers through regular one-on-one meetings, feedback sessions, performance evaluations, and personalized development plans.

• Engage in the recruitment, onboarding, and training of new team members.

• Organize workload, set priorities, manage holidays, and ensure adequate coverage within the team.

• Oversee SLAs, monitor response and resolution times, manage backlogs, and assess ticket quality.

• Handle operational escalations and facilitate smooth transitions to L2 and L3 teams.

• Assist engineers with complex cases and participate in troubleshooting as necessary.

• Enhance and update L1 procedures, onboarding and offboarding processes, as well as the knowledge base.

• Spot opportunities for automation and AI-driven enhancements, and aid in the implementation of approved improvements.

• Collaborate with Endpoint, Core, Atlassian, Security, and other teams regarding operational challenges and changes.

⛳️ Requirements

• A minimum of 4 years of experience in IT Support, Service Desk, or IT Operations.

• At least 1 year of experience in a leadership or management capacity within an IT Support team.

• Experience with people management, including conducting performance reviews, creating development plans, as well as hiring and onboarding processes.

• Solid understanding of Windows and macOS support, corporate SaaS applications, user account management, and access control.

• Capable of troubleshooting complex IT issues in the workplace and guiding engineers toward resolution.

• Familiarity with ITSM practices, SLAs, incident management, and escalation procedures.

• Experience with Jira Service Management or a similar service desk platform.

• Proficient in English at a B1 level or higher.

• Fluent in Russian, both written and verbal.

• Preferred: Knowledge of ITIL principles or certification.

• Preferred: Experience with endpoint management tools such as Microsoft Intune, IRU, or Kandji.

• Preferred: Experience in implementing automation or AI tools within support workflows.

• Preferred: Experience working in a multinational company.

🏝️ Benefits

• Private health insurance.

• Sports benefits.

• Comprehensive Mental Health Program.

• Free English lessons (online).

• Local language courses.

• Paid time off.

• Maternity leave support.

• Referral program rewards.

• Opportunities for upskilling, internal workshops, and participation in professional conferences and corporate events.