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L1 Team Lead IT Support - e& (eMinds)

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.

Candidate Applications :

512

Important information

How did you hear about us? *

Which country's passport do you hold? *

Email *(Please ensure the email matches the one mentioned in your CV or resume)

LinkedIn Profile URL *

Please provide your current and expected salary in the box below: *

You are required to answer the following 10 questions which serve as an indicator of what we will be looking for. If you say 'Yes' then ensure there is enough documented evidence in your CV.

1. Do you have 6+ years of IT support experience, with 1-2 years in a team lead or supervisory capacity? Is this well documented in your CV? *

2. Have you used at least two of the following tools in an IT support role: SolarWinds, Dynatrace, Nexthink, or ServiceNow? Is this well documented in your CV and not just mentioned? *

3. Are you experienced in managing IT infrastructure, applications, and end-user systems? *

4. Have you worked in environments requiring compliance with SLAs for incident and support management? Is this well documented in your CV? *

5. Have you been responsible for coaching or mentoring junior support staff? *

6. Have you created or maintained documentation such as SOPs, troubleshooting guides, or knowledge base articles? *

7. Have you worked in a 24x7 IT support environment with shift rotation? *

8. Are you currently working in a role with a telecom operator (e.g., mobile, fixed-line, ISP)? *

9. Are you comfortable with a salary range of AED 15k - 18k per month? *

10. This role is based in Abu Dhabi, are you able to work from this location? *