IT Support Team Lead

Quick Facts

• Role: IT Support Team Lead

• Scope: Full-time, on-site

Description

You will lead the IT Support team to ensure customer requests are handled quickly and effectively while managing escalations for complex or critical cases and meeting SLA requirements.

The role combines day-to-day operational support leadership with continuous improvement of support processes and tools, knowledge base maintenance, and management reporting.

You may also contribute to the development and continuous improvement of an ISO 27001 ISMS, with the perspective of taking responsibility over time.

Responsibilities

• Operatively manage the IT support function

• Ensure fast and effective handling of customer inquiries

• Manage escalations for complex or critical support cases

• Ensure compliance with service-level agreements (SLAs)

• Lead the support team

• Plan and run training activities

• Support team members in day-to-day operations

• Analyze results and produce reporting

• Introduce and further develop support tools and support systems

• Maintain the knowledge base

• Continuously optimize support workflows

• Evaluate key metrics (e.g., processing times, ticket volume, customer satisfaction) and create reports for management

• Optional: contribute to further development of the ISO 27001 ISMS; potentially assume responsibility for controlling or evolving the ISMS in the future

Requirements

• Completed vocational training in IT (Fachinformatiker) or a degree in Computer Science or comparable IT field

• Several years of IT support experience (1st–3rd level), ideally including leadership experience

• Experience working with ticketing systems and IT service processes

• Basic understanding of IT infrastructure

• Experience or knowledge in ISMS / ISO 27001; prior experience as an Information Security Officer is an advantage

• Structured, solution-oriented, and responsible working style

• Strong communication and team skills

• High customer and service orientation

• German at native level

• English at B2 level for support of international customers

Benefits

• Attractive salary

• Fair development opportunities

• Building and further development of a modern IT support function

• Training in IT, IT security, and process management

• Flat hierarchies and short decision paths

• Motivated team with interesting technical challenges and modern technologies

• Company-sponsored training

• Free coffee and fruit