Tier 1 (T1) Support Team Lead

4 weeks ago

Muntinlupa, Philippines REST Solution Full time

About The Role We are seeking a proactive and experienced Tier 1 Support Team Lead to join our growing REST SOLUTION team. This role is critical to ensuring excellent first-line support, leading a team of Tier 1 engineers, and acting as the operational and technical bridge between users, the Tier 2 team, and operation management. Key Responsibilities Lead and mentor a team of Tier 1 support engineers handling tickets, incidents, and service requests. Ensure SLAs and KPIs are met consistently across the T1 support function. Provide hands‑on support to help resolve escalated T1 issues and guide team members. Monitor team performance and productivity; conduct regular coaching and performance reviews. Collaborate with Tier 2 and Tier 3 teams to ensure proper escalation and resolution processes. Maintain and update knowledge base articles and standard operating procedures. Contribute to shift planning, resource scheduling, and on‑call rotations as required. Help improve support processes, tools, and documentation to drive continuous service improvement. Serve as a point of contact for client or stakeholder communication for T1 matters. Qualifications & Skills Proven experience (23+ years) in IT support, including 1+ year in a lead or supervisory role. Strong technical understanding of common enterprise systems (Windows/Linux, networking, user support). Familiarity with ITIL practices (Incident, Request, Escalation management). Experience with ticketing tools (Connectwise Manage/PSA appreciated). Excellent communication, leadership, and team coordination skills. Ability to prioritize and manage time effectively in a fast‑paced environment. Analytical mindset with a focus on service quality and operational excellence. Nice to Have Certifications: ITIL Foundation, Microsoft, CompTIA A+, or equivalent. Exposure to RESTful service principles or cloud environments (AWS, Azure). Experience in a multi‑time‑zone or global support environment. Why Join Us? Be a key part of a growing enterprise support solution. Work with talented teams across T1T3 support levels. Opportunity for career growth and development. Inclusive and supportive work culture. #J-18808-Ljbffr

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