SAP L1 Support Team Lead (Hands-on Manager)

hands-on SAP L1 Support Team Lead

• You will be responsible for ensuring tickets are resolved efficiently, mentoring team members, improving processes, and maintaining excellent relationships with both end-users and higher-level support teams.

Key Responsibilities:

🧭 Team Leadership & Coordination

  •  Lead, mentor, and motivate a team of SAP L1 Support Engineers to deliver consistent, high-quality support.

  •  Assign and balance daily workload, ensuring SLA compliance and optimal team performance.

  •  Conduct regular team reviews, coaching sessions, and performance evaluations.

⚙️ Hands-on Support & Escalations

  •  Personally handle complex or high-impact L1 incidents and perform root cause analysis.

  •  Escalate issues appropriately to L2/L3 teams, ensuring detailed handover and follow-up.

  •  Participate in daily operational activities (ticket handling, user communication, and documentation).

🔄 Process & Quality Management

  •  Track and analyze ticket trends, identify recurring issues, and initiate preventive actions.

  •  Maintain and enhance the internal knowledge base with new resolutions and best practices.

  •  Continuously improve processes for faster turnaround and higher user satisfaction.

🧩 Collaboration & Reporting

  •  Act as the key liaison between business users, L2/L3 teams, and IT management.

  •  Prepare weekly and monthly reports on ticket volumes, SLA metrics, and team performance.

  •  Participate in service reviews and support audits, ensuring adherence to ITIL standards.

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Required Skills:

  •  Strong hands-on experience in SAP L1 support (user management, authorization issues, transaction errors, master data support).

  •  Good understanding of SAP functional areas (FI/CO, MM, SD, or HR).

  •  Experience with ticketing systems such as ServiceNow, Remedy, or SAP Solution Manager.

  •  Excellent troubleshooting, documentation, and analytical skills.

  •  Strong communication and interpersonal abilities to handle users and coordinate with other teams.

  •  Proven experience leading or mentoring a small support team.

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Qualifications:

  •  Bachelor’s degree in Computer Science, Information Technology, or related field.

  •  4–7 years of total experience in SAP support with at least 1–2 years in a team lead capacity.

  •  ITIL Foundation or SAP certification preferred.

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Performance Indicators:

  •  SLA adherence and ticket closure rate

  •  Team response and resolution time

  •  User satisfaction and feedback

  •  Knowledge base contribution and process improvements

  •  Reduction in repeat or escalated incidents