Support Lead - L1 Support

JOB SUMMARY:

The L1 Support Lead is responsible for overseeing and managing a team of Level 1 Support Engineers who provide first-line technical support to end-users and customers. This role involves ensuring timely and efficient issue resolution, coordinating with other support levels, and maintaining high levels of customer satisfaction.

JOB RESPONSIBILITIES:

* Supervision and Leading: Lead and mentor a team of Level 1 Support Technicians, ensuring they follow best practices and meet performance targets. Schedule shifts, allocate tasks, and manage workload distribution among team members. Provide training and support for team members to enhance their technical and customer service skills.

* Issue Resolution: Handle escalated or complex technical issues, guiding team members in resolving them. Monitor ticket queues and ensure that support requests are addressed.

* Customer Service: Maintain a customer-centric approach, ensuring a high level of customer satisfaction. Act as a point of contact for customers with challenging issues and work to achieve resolution while maintaining a positive customer experience.

* Documentation and Reporting: Ensure that all support activities are accurately documented, and knowledge bases are kept up-to-date. Generate regular reports on support team performance and identify areas for improvement.

* Collaboration: Collaborate with other support levels and departments to resolve issues that require Level 2 or Level 3 support.

* Quality Assurance: Implement quality assurance and monitoring processes to ensure consistent and high-quality support services.

WORK EXPERIENCE

* Bachelor's degree in a related field (or equivalent work experience).

* Proven experience in a Level 1 or technical support role.

* Strong leadership and team management skills.

* Excellent problem-solving and communication skills.

* Proficiency in relevant software and tools, specially DMS, ERP, or CRM tools.

* Knowledge of ITIL or other IT service management frameworks is a plus.