{"id":4189950,"url":"https://alion.io/job/softswiss-it-support-l1-team-lead","title":"IT Support L1 Team Lead","company":{"id":8389,"name":"SOFTSWISS","domain":"softswiss.com","url":"https://alion.io/company/softswiss","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland","Poznań, Poland","Belgrade, Serbia"],"countries":["PL","RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-12T16:02:21Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T17:23:54Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Overview:\nWe 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.\nPurpose of the role:\nYou 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.\nKey responsibilities:\nLead and develop L1 engineers through regular one-to-ones, feedback, performance reviews, and individual development plans\n\nParticipate in hiring, onboarding, and training of team members\n\nPlan workload, priorities, holidays, and coverage across the team\n\nMonitor SLAs, response and resolution times, backlog, and ticket quality\n\nManage operational escalations and ensure effective handovers to L2 and L3\n\nSupport engineers with complex cases and participate in troubleshooting when needed\n\nMaintain and improve L1 procedures, onboarding and offboarding processes, and the knowledge base\n\nIdentify opportunities for automation and AI-assisted work, and support the rollout of approved improvements\n\nCollaborate with Endpoint, Core, Atlassian, Security, and other teams on operational issues and changes\n\nRequired Experience:\nAt 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