IT Support L1 Team Lead

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 plansParticipate in hiring, onboarding, and training of team membersPlan workload, priorities, holidays, and coverage across the teamMonitor SLAs, response and resolution times, backlog, and ticket qualityManage operational escalations and ensure effective handovers to L2 and L3Support engineers with complex cases and participate in troubleshooting when neededMaintain and improve L1 procedures, onboarding and offboarding processes, and the knowledge baseIdentify opportunities for automation and AI-assisted work, and support the rollout of approved improvementsCollaborate with Endpoint, Core, Atlassian, Security, and other teams on operational issues and changesRequired Experience:At least 4 years of experience in IT Support, Service Desk, or IT OperationsAt least 1 year of experience leading or managing an IT Support teamExperience with people management, including performance reviews, development plans, hiring, and onboardingPractical knowledge of Windows and macOS support, corporate SaaS applications, user accounts, and access managementAbility to troubleshoot complex workplace IT issues and guide engineers through their resolutionUnderstanding of ITSM practices, SLAs, incident management, and escalation processesExperience with Jira Service Management or a comparable service desk platformEnglish proficiency at B1 level or higherProficiency in Russian, both written and spokenNice to have:ITIL knowledge or certificationExperience with endpoint management tools such as Microsoft Intune, IRU, or KandjiExperience introducing automation or AI tools into support workflowsExperience working in an international companyOur Benefits:Private health insuranceSports benefitsComprehensive Mental Health ProgramFree English lessons (online)Local language coursesPaid time offMaternity leave supportReferral program rewardsUpskilling, internal workshops, and participation in professional conferences and corporate events