Tier 1 (T1) Support Team Lead

10 hours ago

Muntinlupa City, 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.

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