IT Operations Team Lead (m/f/d) – Global User Support

• Team Leadership: Lead, motivate, and develop a twelve person international IT support team, ensuring a positive and collaborative work environment.
• Process Optimization: Continuously assess and improve support processes, implementing best practices to boost efficiency and service quality.
• Quality Management: Oversee service standards, monitor KPIs, and prepare performance reports to ensure adherence to internal SLAs.
• Internal Communication: Serve as the main point of contact between the support team and other departments, facilitating effective communication and knowledge sharing.
• Employee Satisfaction: Quickly resolve IT queries, ensuring a seamless experience and driving higher internal customer satisfaction.

• You hold a degree in Computer Science, Business Informatics, or a related field.
• You have extensive experience leading IT support teams, with a strong track record in process optimization and quality management.
• You possess a deep understanding of IT user support processes and internal service management systems; knowledge of ITIL or similar frameworks is highly valued.
• You excel in leadership, demonstrating intercultural competence and exceptional communication skills in both German (min B2) and English (min C1).
• You are proactive and solution-oriented, with a willingness to travel internationally on occasion.
• If you're experienced with ITIL or comparable frameworks, you're the exceptional talent we're searching for!

Contracts, Salary, and non-monetary benefits

• All our contracts are by default unlimited (probation period is six months)
• Our fixed base salary is paid within 12 salaries and as extra, you have a 10% variable that is based on company performance
• Company credit card for travel: whenever you travel a lot you know the struggle. You have to advance travel costs. Never do that again. With your company credit card your cash stays with you as long as you hand in your expense bill promptly.
• Company pension plan
• Group accident insurance
• Bike leasing
• Discounts on our corporate benefits program with a broad range of partners
• In case you work on one of our sites, we offer subsidized meals

Location-independency & flexibility stays with us:

• Full Remote*: we work fully remotely within Germany and you can work from anywhere; however we have regular on-site team events and you can work at any of our sites in Germany
• Structured Onboarding: you receive an individual onboarding plan, have multiple onboarding days in the beginning, and a wealth of e-learning, training, and documentation besides your team at your disposal
• Set-up: for this, we will provide you with a tailored tech set-up (Dell devices, the standard remote package includes a notebook, 2monitors, headset, mouse + keyboard, docking station)
• Vacation: 30 days a year
• Balance job & life: Flexible working hours: you decide where and when you work
• OKRs instead of micromanagement: our OKRs ensure that our leadership style is based on results, not the process. Or in other words, we practice extreme ownership.

Culture:

• Kununu Top Company 2023: we´re proud to state that our score currently sits at 4,2/5 score with an 85%+ recommendation rate
• We value ownership, cooperation, entrepreneurial thinking & and self-reflection to communicate effectively as ONE team
• Team culture is Key! We have fun at work and beyond: There is always something to celebrate and regular team events.
• Come as you are - do you prefer T-shirts over a shirt? Great.
• Your contribution matters: shape our value-driven culture and agile transformation together with your colleagues - we´re curious, want to go one step further, build further trust together, and join forces to tackle our challenges as a team