IT Support L1 Team Lead

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Lead / ManagerZdalnie·WarszawaFull-time

#479397·Dodano 3 dni temu·7

Źródło: SOFTSWISS

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Tech Stack / Keywords

Jira Service ManagementWindowsmacOSSaaSITSMSLAsITILMicrosoft IntuneIRUKandji

Podsumowanie oferty

Lead the day-to-day work and development of a distributed first-line IT support team. Improve support processes and documentation while coordinating with other IT teams to ensure effective support across the organization.

Wymagania

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.
Experience with endpoint management tools such as Microsoft Intune, IRU, or Kandji.
Experience introducing automation or AI tools into support workflows.
Experience working in an international company.

Obowiązki

Lead and develop L1 engineers through regular one-to-ones, feedback, performance reviews, and individual development plans.
Participate in hiring, onboarding, and training team members.
Plan workload, priorities, holidays, and team coverage.
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.

Benefity

Private health insurance.
Sports benefits.
Comprehensive Mental Health Program.
Free online English lessons.
Local language courses.
Paid time off.
Maternity leave support.
Referral program rewards.
Upskilling, internal workshops, and participation in professional conferences and corporate events.

Opieka zdrowotna

Karta sportowa

Kursy językowe

Płatne święta

Szkolenia wewnętrzne

Spotkania integracyjne

Inne informacje

Applicants must be based in Poland.

SOFTSWISS

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