About the Role
We are looking for an experienced and hands-on IT Team Leader – Support Engineering to lead and mentor our Level 1 (L1) and Level 2 (L2) support teams. In this role, you will ensure high-quality technical support, drive operational excellence, and continuously improve service delivery processes.
You will act as a bridge between frontline support and higher-level engineering teams, ensuring efficient issue resolution and excellent user satisfaction.
Key Responsibilities
* Lead, coach, and develop a team of L1 and L2 support engineers
* Manage daily support operations, including ticket queues, escalations, and SLAs
* Ensure timely resolution of incidents and service requests
* Monitor team performance using KPIs and implement improvements
* Act as an escalation point for complex technical issues
* Collaborate with L3/engineering teams to resolve recurring problems
* Drive continuous improvement in support processes, documentation, and tools
* Conduct regular team meetings, 1:1s, and performance reviews
* Ensure knowledge sharing and training within the team
* Maintain high levels of customer satisfaction
Required Skills & Experience
* Proven experience in IT support (L1/L2) with at least 2–3 years in a leadership role
* Strong understanding of IT service management (ITSM) frameworks (e.g., ITIL)
* Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
* Solid technical knowledge (Windows/Linux, networking basics, cloud environments)
* Excellent troubleshooting and problem-solving skills
* Strong leadership, communication, and interpersonal abilities
* Ability to manage priorities in a fast-paced environment