Manager IT L1 Support

Manager IT L1 Support

Cargolux Airlines International

Luxembourg

Objective of the position

Ensure the consistent quality, efficiency, and user satisfaction of IT support services delivered by Level 1 (L1) teams, while fostering collaboration across IT functions.

The End-User Support function consists of two teams: Service Desk Agents – providing first-line remote support for incidents and service requests and IT Technicians – delivering on-site and advanced technical support

Key Responsibilities

• This position will lead and manage an IT End User Support team of 16;
• Lead L1 support operations, ensuring timely and professional service to internal and external end-users;
• Own Incident Management and Request Fulfillment processes, aligned with ITIL best practices;
• Drive service excellence through SLA/KPI monitoring and continuous improvement initiatives;
• Manage escalations of high-impact incidents (P1/P2), ensuring swift resolution and post-incident analysis;
• Promote collaboration with Level 2/3 support, infrastructure, and application teams for seamless service delivery;
• Analyze support data to identify trends, root causes, and opportunities for optimization;
• Oversee creation and maintenance of support documentation and knowledge base content;
• Support adoption of new tools and technologies to enhance support efficiency and user experience;
• Lead and mentor L1 team leaders, ensuring performance, development, and engagement;
• Manage staffing, onboarding, resource planning, and performance reviews;
• Ensure compliance with company policies and foster a positive, collaborative team culture;
• Coordinate training programs to maintain high standards in technical and customer service skills.

Essential Requirements For The Position:

Leadership Qualities:

• Strong mentoring skills to develop team leaders and foster professional growth;
• Proven ability to establish and maintain effective management structures and processes;
• Skilled in conflict resolution, promoting a constructive and inclusive team environment;
• Clear communicator with the ability to align teams and stakeholders around shared goals;
• Results-driven, with a focus on accountability, continuous improvement, and service excellence.

Other requirements:

• Educational background: Masters Degree in IT, Computer science;
• Experience: proven work experience in IT Support Service Management or a similar role;
• Communication skills: excellent verbal and written communication, convincing skills to interact with interdisciplinary teams;
• Business and solution-oriented mindset;
• Problem-solving and analytical skills;
• Ideally ITIL and/or project Management certifications;
• Fluent in English - any other languages will be considered as an asset.