Help Desk Team Lead ( L1 Support)

Responsibilities:

• Lead and manage the day-to-day operations of the L1 Help Desk team (10+ specialists)
• Organize daily support activities: workload distribution, queue monitoring, incident and request prioritization
• Ensure SLA compliance and maintain high service quality standards
• Coordinate incident handling, escalation, and collaboration with L2/L3 and other IT teams
• Support and improve ITSM processes and support workflows
• Onboard, train, and mentor team members; conduct regular 1:1 meetings
• Provide continuous feedback and foster accountability within the team
• Maintain and update support documentation and the knowledge base
• Analyze support metrics and prepare team performance reports

Requirements:

• Experience in IT Support / Help Desk (L1/L2), including coordination or people management responsibilities
• Hands-on experience with the Microsoft ecosystem (Windows, Microsoft 365, Active Directory / Azure AD, Exchange, Teams)
• Understanding of networking fundamentals and common incidents in corporate environments
• Experience working with ITSM tools and structured support processes
• Ability to make decisions under pressure and during incidents
• Strong communication skills and a service-oriented mindset
• Experience in team training, mentoring, and development
• Ownership mentality and result-oriented approach
• Willingness to work from the office