Tier 1 (T1) Support Team Lead

2 days ago

Muntinlupa, Philippines Rest Solution Corp 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.
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