Tier 1 (T1) Support Team Lead

About the job Tier 1 (T1) Support Team Lead

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 ...