Information Technology Support Specialist
il y a 6 jours
Job Description:
We are looking for an experienced
Team Lead
to manage and motivate a small team of IT support staff. The ideal candidate will ensure high-quality service delivery, resolve or escalate complex issues, and drive strategic processes to optimize support operations. This role requires strong leadership skills, technical expertise, and a customer-focused mindset.
Responsibilities:
- Leading and motivating a team of IT support staff to deliver high-quality support services.
- Acting as an escalation point for complex issues and collaborating with global IT teams and senior stakeholders.
- Ensuring proper handling and escalation of incidents and service requests.
- Training and developing the team to improve processes and ensure compliance with internal standards.
- Monitoring and reporting on team performance to relevant stakeholders.
- Contributing to and implementing strategies to enhance IT service quality.
- Supporting the implementation of new technologies and tools in support processes.
- Maintaining a strong customer focus and building sustainable relationships with internal and external stakeholders.
Qualifications:
- At least 3-5 years of experience in a comparable leadership role in IT support.
- Proven experience managing teams and handling escalations effectively.
- Deep knowledge of Microsoft Windows operating systems and Microsoft Office/365 (including Exchange, Teams, SharePoint, and Intune).
- Experience in implementing and optimizing CRM/ERP/WMS systems.
- Familiarity with network services such as DNS and DHCP, as well as VoIP, PBX, and 3CX.
- Strong organizational and analytical skills with a business-oriented mindset.
- Excellent communication skills in both English and German.
- Ability to train, mentor, and motivate team members.
- Willingness to travel and practical experience implementing ITIL or similar frameworks.
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