Tier 1 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. The role is responsible for delivering excellent first‑line support, leading a team of Tier 1 engineers, and acting as the operational and technical bridge between users, Tier 2, and operations management.

Key responsibilities

• Provide guidance, mentorship, and supervision to the Tier 1 support team, coordinating daily activities, task assignments, and workload balancing.
• Ensure timesheets are completed accurately and submitted on time; conduct regular team meetings to share updates and address issues.
• Assist the team with complex technical issues, escalations, and troubleshooting; act as the first escalation point for unique cases.
• Address customer escalations and complaints promptly to maintain high satisfaction levels.
• Lead incident management, including bridge calls, severity assessment, stakeholder communication, documentation, and post‑incident reviews.
• Monitor ticket quality, ensuring correct qualifications, status updates, and communication procedures.
• Analyze performance trends, identify root causes, and recommend process improvements; develop and maintain SOPs and knowledge‑base documentation.
• Collaborate with other support teams and stakeholders to implement workflow optimizations and foster a collaborative culture.

Required profile

• Proven experience of 23+ years in IT support, including at least 1 year in a lead or supervisory role.
• Strong technical understanding of common enterprise systems, including Windows, Linux, networking, and user support.
• Demonstrated ability to manage teams, handle escalations, and drive continuous improvement.

Required skills

• Windows
• Linux
• Networking