IT Support L1 Team Lead

Warsaw, Poland / Poznan, Poland / Belgrade, Serbia · Fully remote

We are looking for an IT Support L1 Team Lead to shape a distributed team, grow its engineers, and make IT support better for every employee.

Overview

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.

Purpose of the role

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.

Key responsibilities

• 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.

Required experience

• 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.

Nice to have

• 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.

Our benefits

• 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