L1 Support Team Leader

Job Title: L1 Support Team Leader

Industry: Technology & Engineering

Seniority Level: Lead / Principal

Overview

We are seeking an experienced L1 Support Team Leader to lead a team of L1 Support Representatives, ensuring operational excellence, high-quality customer support, and continuous process improvement. This role is responsible for driving team performance, managing operational KPIs, handling complex customer escalations, mentoring team members, and partnering with cross-functional teams to enhance support operations and customer satisfaction.

Key Responsibilities

• Lead, coach, and develop a team of L1 Support Representatives, including performance management and career development.
• Conduct structured one-on-one meetings, team meetings, and continuous coaching sessions to improve team capability and performance.
• Monitor and manage operational KPIs, including SLA, CSAT, backlog, and resolution time, and implement action plans to drive continuous improvement.
• Handle complex customer escalations, critical incidents, and operational challenges independently.
• Perform detailed ticket audits and provide structured, actionable feedback to improve service quality.
• Simplify complex technical and operational issues to enable prompt resolution.
• Remove blockers for the support team and take ownership of complex issues when required.
• Drive training initiatives and own the end-to-end onboarding process for new team members.
• Analyze operational trends and proactively identify opportunities for process improvement.
• Partner with internal teams to resolve recurring issues and escalate systemic concerns.
• Identify customer-sensitive situations proactively, communicate risks to appropriate stakeholders, and implement mitigation plans to ensure customer satisfaction.
• Lead training initiatives based on escalation trend analysis to reduce escalations, improve L1 resolution capability, and enhance customer satisfaction.

Required Qualifications

• 7–8 years of experience in technical support roles.
• Minimum 5 years of experience leading technical support teams.
• Demonstrated success managing team performance and operational KPIs.
• Strong analytical and results-oriented mindset.
• Extensive experience handling customer escalations and operational incidents.
• Proven experience leading small to medium-sized projects and operational initiatives.
• Strong technical foundation in:
  • Operating Systems
  • Databases
  • Networking
  • API concepts
• Deep understanding of support operations, SLAs, workload management, and service delivery.
• Advanced ability to interpret operational data, KPI trends, and performance metrics to drive proactive improvements.
• Strong coaching, mentoring, conflict resolution, and performance management skills.
• Excellent verbal and written communication skills with the ability to engage effectively with customers and stakeholders at all levels.
• Ability to adapt communication style based on the audience.
• Experience creating presentations, reports, and operational analyses.
• Strong understanding of operational KPIs from both real-time monitoring and historical trend perspectives.
• Ability to identify KPI trends, determine root causes, and implement corrective actions.

Preferred Qualifications

• Experience driving continuous improvement initiatives within technical support organizations.
• Experience developing and delivering technical training programs.
• Proven ability to influence cross-functional teams and contribute to organization-wide support initiatives.
• Experience improving L1 resolution rates through process optimization and knowledge management.