IT Support L1 Team Lead

🔥 1 hour ago

🌐 Poland, Serbia – Remote

🇵🇱 Poland – Remote 🇷🇸 Serbia – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 33 days.
• No salary listed.

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SOFTSWISS

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

💼 Consulting

📣 Marketing

🎮 Gaming

Consulting • Marketing • Gaming

Founded in 2009, SOFTSWISS is a strategic technology partner for iGaming operators worldwide. With almost two decades of experience, the company delivers compliance-focused, scalable solutions that provide operators with the reliable foundation to launch, grow, and expand confidently across regulated markets. Headquartered in Malta with offices in Poland and Georgia, SOFTSWISS operates through a global network of 2,200+ iGaming professionals across 30 countries. In 2024, the company strengthened its regional presence through strategic leadership appointments, including motorsport legend Rubens Barrichello as Non-Executive Director for Latin America.

📋 Description

• Lead and develop L1 engineers through regular one-to-ones, feedback, performance reviews, and individual development plans • Participate in hiring, onboarding, and training of team members • Plan workload, priorities, holidays, and coverage across the team • Monitor SLAs, response and resolution times, backlog, and ticket quality • Manage operational escalations and ensure effective handovers to L2 and L3 • Support engineers with complex cases and participate in troubleshooting when needed • Maintain and improve L1 procedures, onboarding and offboarding processes, and the knowledge base • Identify opportunities for automation and AI-assisted work, and support the rollout of approved improvements • Collaborate with Endpoint, Core, Atlassian, Security, and other teams on operational issues and changes

🎯 Requirements

• At least 4 years of experience in IT Support, Service Desk, or IT Operations • At least 1 year of experience leading or managing an IT Support team • Experience with people management, including performance reviews, development plans, hiring, and onboarding • Practical knowledge of Windows and macOS support, corporate SaaS applications, user accounts, and access management • Ability to troubleshoot complex workplace IT issues and guide engineers through their resolution • Understanding of ITSM practices, SLAs, incident management, and escalation processes • Experience with Jira Service Management or a comparable service desk platform • English proficiency at B1 level or higher • Proficiency in Russian, both written and spoken • Nice to have: ITIL knowledge or certification • Nice to have: Experience with endpoint management tools such as Microsoft Intune, IRU, or Kandji • Nice to have: Experience introducing automation or AI tools into support workflows • Nice to have: Experience working in an international company

🏖️ Benefits

• Private health insurance • Sports benefits • Comprehensive Mental Health Program • Free English lessons (online) • Local language courses • Paid time off • Maternity leave support • Referral program rewards • Upskilling, internal workshops, and participation in professional conferences and corporate events

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