IT Helpdesk Team Lead (German speaking)

• Lead & Inspire Your Team: Manage and mentor a dynamic 1st Level Support/Dispatcher team. Drive performance through regular evaluations, personalized development plans, monthly 1:1 sessions, and team meetings. Create schedules, foster professional growth, and build a motivating work environment.
• Ensure Smooth Operations: Collaborate closely with the Service Manager, participate in client meetings, and provide support in resolving more complex incidents.
• Be the Communication Bridge: Maintain strong relationships with clients, internal IT and business units, and senior leadership.
• Drive Service Excellence: Monitor and enforce SLA requirements, analyze KPIs (response time, resolution rate, customer satisfaction), and implement improvement measures to ensure top-quality service.
• Lead Exciting Projects: Take part in or lead IT projects such as system rollouts, tool implementations, and migrations.
• Handle Escalations with Confidence: Manage escalations from clients or internal teams, ensuring quick and effective resolution.
• Knowledge Management: Maintain internal knowledge bases and documentation, and share best practices with your team.

• 2+ years of relevant experience in a Team Leader role
• Fluent German and English (C1 level)
• Professional competencies: Escalation Management, Stakeholder Management
• Personal strengths: Reliability, strong service-oriented mindset

Nice to have

• Experience in managing shift-based teams (24/7)
• Background in Level 1 / Level 2 Support or solid technical knowledge
• Italian language skills