IT Support L1 Team Lead

Softswiss; USA; Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Private health insurance

Sports benefits

Mental Health Program

Free English lessons (online)

Local language courses

Paid time off

Maternity leave support

Referral program rewards

Upskilling, internal workshops, and参加到

Zusammenfassung

Softswiss ищет руководителя L1 IT-поддержки для управления распределенной командой первой линии. Вы будете развивать команду, направлять инженеров в сложных кейсах и улучшать процессы L1. Требуется опыт руководства и знание ITIL, Jira Service Management.

Кандидат будет сотрудничать с другими командами IT и обеспечивать качественную поддержку во всей организации. Важны навыки планирования, коммуникации и развития персонала.

Qualifikationen

• Опыт не менее 4 лет в IT-поддержке, сервис-деке или IT-операциях.
• Опыт руководства IT-поддержкой не менее 1 года.
• Знание ITIL и управление инцидентами с SLA.
• Способность решать сложные технические проблемы и наставлять инженеров.
• Знание Jira Service Management или аналогичной системы обслуживания

Aufgaben

• Руководить и развивать сотрудников L1 через регулярные индивидуальные встречи, обратную связь и планы развития.
• Участвовать в найме, вводе в должность и обучении team-members.
• Планировать загрузку, приоритеты, отпуска и покрытие смен.
• Контролировать SLA, время отклика/разрешения, backlog и качество тикетов.
• Управлять операционными эскалациями и передачами L2/L3.
• Поддерживать инженеров в сложных кейсах и помогать в устранении неполадок.
• Поддерживать и улучшать процедуры L1, onboarding/offboarding и базу знаний.
• Инициировать автоматизацию и внедрение ИИ в рабочие процессы

Kenntnisse

People management

Windows/macOS support

ITSM / SLA / incident management

English (B1+)

Russian language

Team leadership

Ausbildung

ITIL certification

Tools

Jira Service Management

Jobbeschreibung

Описание: We are looking for an IT Support L1 Team Lead to manage and develop our distributed first-line IT Support team. We are seeking a hands-on people manager who can organize daily operations, support engineers’ development, and ensure employees receive timely, consistent IT support. You will lead the team’s day-to-day work, guide engineers through complex cases and escalations, and improve L1 processes and documentation. You will also help develop team members and coordinate with other IT teams to maintain effective support across the organization.

Задачи:

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

Требования:

• 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
• 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

Условия:

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