IT Support Team Lead

We are looking for an experienced IT Support Team Lead to supervise 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 improvements across our support operations. This role requires strong leadership, technical expertise, and a customer-focused approach., * Lead, manage, and motivate a team of IT support staff to ensure high-quality service delivery.

• Act as the primary escalation point for complex technical issues.
• Collaborate with global IT teams and senior stakeholders to resolve escalated incidents.
• Ensure proper handling, prioritization, and escalation of incidents and service requests.
• Train and mentor team members while ensuring compliance with internal processes and standards.
• Monitor team performance and prepare regular reports for management.
• Contribute to and implement strategies for improving IT service quality.
• Support the implementation of new technologies, systems, and tools within IT support operations.
• Maintain strong customer focus and build positive relationships with internal and external stakeholders.

• 3-5 years of experience in a leadership role within IT support.
• Proven experience managing IT support teams and handling complex escalations.
• Strong knowledge of Microsoft Windows operating systems and Microsoft Office/365 (Exchange, Teams, SharePoint, Intune).
• Experience with CRM/ERP/WMS implementation or optimization.
• Familiarity with DNS, DHCP, VoIP, PBX, and 3CX systems.
• Strong organizational, analytical, and problem-solving skills.
• Excellent communication skills in English and German.
• Ability to train, mentor, and motivate team members.
• Willingness to travel when required.
• Experience with ITIL or similar frameworks is an advantage.