IT Support L1 Team Lead
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Job Description
IT Support L1 Team Lead managing SOFTSWISS’s distributed first-line workplace technology support team. Improving service operations, escalations, documentation, and engineer development.
Responsibilities:
- Lead and develop L1 engineers through regular one-to-ones, feedback, performance reviews, and individual development plans
- Participate in hiring, onboarding, and training of team members
- Plan workload, priorities, holidays, and coverage across the team
- Monitor SLAs, response and resolution times, backlog, and ticket quality
- Manage operational escalations and ensure effective handovers to L2 and L3
- Support engineers with complex cases and participate in troubleshooting when needed
- Maintain and improve L1 procedures, onboarding and offboarding processes, and the knowledge base
- Identify opportunities for automation and AI-assisted work, and support the rollout of approved improvements
- Collaborate with Endpoint, Core, Atlassian, Security, and other teams on operational issues and changes
Requirements:
- At least 4 years of experience in IT Support, Service Desk, or IT Operations
- At least 1 year of experience leading or managing an IT Support team
- Experience with people management, including performance reviews, development plans, hiring, and onboarding
- Practical knowledge of Windows and macOS support, corporate SaaS applications, user accounts, and access management
- Ability to troubleshoot complex workplace IT issues and guide engineers through their resolution
- Understanding of ITSM practices, SLAs, incident management, and escalation processes
- Experience with Jira Service Management or a comparable service desk platform
- English proficiency at B1 level or higher
- Proficiency in Russian, both written and spoken
- Nice to have: ITIL knowledge or certification
- Nice to have: Experience with endpoint management tools such as Microsoft Intune, IRU, or Kandji
- Nice to have: Experience introducing automation or AI tools into support workflows
- Nice to have: Experience working in an international 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
- Upskilling, internal workshops, and participation in professional conferences and corporate events
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