Teamlead Technical Support

(IT Project Management, 2nd level Support, Office 365, ITIL, User Support)

📌 English C1, German C1/C2, are mandatory requirements!

Requirements

▪ 7 years of relevant professional experience in the IT sector, preferably in the service desk

▪ Ideally, you have already led a team of several people and have a trainer aptitude certificate

▪ Strong communication (verbal and written) and cooperation, both with customers and internally; Open, empathetic and obliging appearance

▪ Good knowledge of IT Service Management (ITIL)

▪ Conviction through initiative, a strong hands-on mentality and organizational talent

▪ Good analytical skills, quick comprehension and high willingness to learn

▪ Very good knowledge of German and English, both written and spoken

Tasks & Responsibilities

▪ Professional leadership of the employees of the Technical Support Team in Hösbach in their daily service provision and customer communication

▪ Personal support for selected major customers

▪ Coordination and prioritization of tasks in a dynamic environment, daily check of the ticket backlog to ensure SLA compliance

▪ Setting goals for the team and monitoring service delivery and conducting performance reviews

▪ Design of processes and their mapping in our service tool in the sense of continuous improvement

▪ Identification and implementation of training needs

▪ Cross-departmental and global cooperation, especially with development and with our international service teams