IT Support L1 Team Lead

Overview: We are looking for an IT Support L1 Team Lead to manage and develop our distributed first-line IT Support team. We are seeking a hands-on people manager who can organize daily operations, support engineers’ development, and ensure employees receive timely, consistent IT support. Purpose of the role: You will lead the team’s day-to-day work, guide engineers through complex cases and escalations, and improve L1 processes and documentation.

You will also help develop team members and coordinate with other IT teams to maintain effective support across the organization.

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 Required Experience: At least 4 years of experience in IT Support, Service Desk, or IT Operations At