IT L2 Leader

Job Description

The L2 Leader is responsible for leading and supervising Level 2 (L2) operational activities within the IT Shared Services Center (IT SSC) scope, ensuring that service are delivered effectively, consistently, and in line with defined procedures and priorities. The role provides day‑to‑day operational leadership to L2 teams, coordinating workloads, monitoring performance, and ensuring timely resolution of incidents and service requests assigned to L2. In addition, the L2 Leader contributes to continuous improvement by identifying recurring issues, inefficiencies, or skill gaps within L2 operations. This role is key for maintaining service continuity, balancing operational demand with available capacity, and providing clear guidance to the L2 teams to meet service commitments and performance expectations.

Qualifications

1. L2 Operational Coordination

a. Lead and oversee day-to-day L2 operational activities ensuring efficient resolution and

progress of incidents and requests handled by L2.

b. Coordinate L2 technicians’ workload to ensure balanced distribution of work and effective use

of capabilities across the team.

c. Ensure smooth and effective handover of incidents and service requests between L2

technicians when needed, maintaining continuity of context and enabling timely resolution.

d. Provide directions and take prioritization decisions when competing demands arise, ensuring

that urgent and long‑standing tickets are addressed first.

e. Align L2 operational activities with IT SSC Leader priorities and SSC‑defined processes and

procedures.

f. Escalate recurring issues, operational risks or resource constraints.

g. Support post-release activities and address issues following production deployments.

h. Ensure ticket escalations are managed consistently and in line with defined escalation paths.

2. Service Performance Monitoring & Continuous Improvement

a. Review L2 operational performance metrics and trends to identify improvement opportunities.

b. Identify process inefficiencies, recurring operational issues or gaps in L2 procedures.

c. Propose improvement actions in coordination with IT SSC Leader.

d. Identify training needs based on operational performance, incident complexity, and service

requirements.

e. Contribute to the refinement of L2 operational procedures, workflows, and support practices to

improve service efficiency and consistency.

f. Monitor the creation, maintenance, and quality of L2 knowledge documentation to ensure alignment with standard procedures and lessons learned. g. Provide feedback to L2 technicians based on performance trends and operational insights

Bachelor’s degree and/or Master’s degree in Information Technology, Computer Science, Engineering,

Business, or a related field.

· 7+ years of experience in IT operations, application support, or L2 support roles.

· Solid hands-on experience in Full Stack technologies and/or Microsoft-based technologies.

· Experience leading or coordinating L2 teams, ensuring workload distribution, prioritization, and SLA

compliance.

· Experience operating in multi‑cultural and geographically distributed environments.

· Strong familiarity with ITSM tools such as ServiceNow, with focus on governance, reporting, and

service performance management