Description
We are seeking a dynamic L1 Team Lead to oversee our first-level IT support team. The role requires leadership in monitoring applications, infrastructure, and end-user systems using tools such as SolarWinds, Dynatrace, Nexthink, and ServiceNow. Responsibilities include ensuring incidents are resolved promptly, coaching team members to enhance performance, and coordinating with cross-functional teams to maintain seamless IT operations. The role demands a balance of technical expertise, problem-solving abilities, and an aptitude for fostering a customer-centric support environment. Join us in enabling smooth IT services by leading initiatives for process improvements and collaborative efficiency.
Salary: AED 15K to 18K per month
Requirements
1. 6+ years of overall IT support experience with 1-2 years in a supervisory role.
2. Hands-on experience in tools such as SolarWinds, Dynatrace, Nexthink, and ServiceNow.
3. Strong understanding of IT infrastructure, applications, and end-user systems.
4. Proficiency in incident management and maintaining SLAs for response and resolution times.
5. Proven leadership and team management skills with a focus on coaching and mentorship.
Desirable
1. Certifications such as ITIL Foundation, CompTIA Network+, or equivalent.
2. Prior experience in a 24x7 IT support environment.
3. Familiarity with incident management workflows and escalation processes.