L1 Support Team Leader

Overview

L1 Support Team Leader responsible for leading a team of L1 Support Representatives and ensuring operational excellence.

What you'll do

• Lead, coach, and develop the L1 Support team, including performance management.
• Run structured 1:1s, team meetings, and continuous coaching.
• Manage operational KPIs (e.g., SLA, CSAT, backlog, resolution speed) and create action plans.
• Handle complex escalations, customer-critical situations, and operational incidents with autonomy.
• Perform detailed ticket audits and provide structured, actionable feedback.
• Drive training and onboarding initiatives based on escalation and operational trend analysis.

What you'll need

• 5–7 years in technical support roles.
• 2+ years in technical team leadership.
• Demonstrated success managing KPIs and team performance.
• Strong experience handling escalations and operational incidents.
• Strong technical foundation across OS, databases, networking, and API concepts.
• Deep understanding of support operations, SLAs, and workload management.
• Skilled at coaching, conflict resolution, and escalation handling.

Details

• Location: Hyderabad, Telangana, India.