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