Team Lead Technical Services Helpdesk

vor 4 Wochen

Berlin, Deutschland everphone GmbH Vollzeit

Everphone is the one-stop solution for corporate smartphones and tablets. As a leading device-as-a-service provider, Everphone handles device procurement, configuration, management, security, and replacement for businesses and organizations. The time this frees up for clients’ IT teams totals two hours per device. DaaS allows companies and their employees to choose their preferred smartphone from manufacturers such as Apple, Samsung, Google, and Fairphone. Everphone currently manages over a quarter million devices for more than a thousand companies, including international management consultancies and several DAX companies.

Founded in 2016 by Jan Dzulko, the company employs around 300 employees in Berlin, Munich, and Miami. Investors include Alleycorp, ApolloCapital, Cadence Growth Capital, signal Venture Capital, and T.Capital.

We are looking for an exceptional

Team Lead Technical Services Helpdesk** **(w/m/d)

About the role:

We are seeking a highly skilled and customer-oriented IT Support Technician to join our team. As an IT Support Technician, you will play a crucial role in ensuring the smooth operation of our company's information technology systems. You will provide technical assistance and support to our employees, troubleshooting hardware and software issues, and maintaining network infrastructure. The ideal candidate is a problem-solver with excellent communication skills, a strong technical background, and a passion for delivering exceptional IT support. As a senior member of the team, you will lead a small IT team, develop strategic IT solutions, manage stakeholder expectations, and ensure optimal network performance.

What you'll do:
  • Provide 1st and 2nd level technical support to end users by diagnosing and resolving hardware, software, and network issues,
  • Install, configure, and upgrade computer hardware, software, and peripheral devices,
  • Perform regular maintenance tasks, such as system updates, backups, and antivirus scans,
  • Assist in the management of IT assets, including hardware and software inventory,
  • Conduct technology training sessions for employees, ensuring they are equipped with the necessary skills to effectively use IT resources,
  • Maintain documentation of IT procedures, system configurations, and troubleshooting guides,
  • Be a leader to a small IT team, ensuring effective communication and collaboration,
  • Develop and implement strategic IT solutions in line with company goals,
  • Manage stakeholder expectations and provide excellent communication and solutions,
  • Oversee network infrastructure and ensure its optimal performance,
  • Handle license management and automate processes, including onboarding and offboarding tasks, as well as setting up and managing user accounts, permissions, and passwords,
  • Maintain and configure Google Workspace and Jira,
  • Utilize Unifi software and Ubiquiti Unifi extensively in the office environment,
  • Provide training, mentorship, and support to foster the professional growth and development of team members,
  • Establish and maintain team metrics, ensuring they are consistently met and reported on regularly,
  • Drive team efficiency by implementing best practices and streamlined processes,
  • Ensure the team meets all Service Level Agreements (SLAs) and deliverables, serving as the point of contact for SLA adherence.

What you’ll need:

  • 2-3 years of experience in a senior IT position with leadership potential,
  • Strong knowledge of computer hardware, operating systems, and software applications,
  • Proficiency in troubleshooting common hardware and software issues,
  • Familiarity with network infrastructure and protocols,
  • Experience with Windows, Linux, and macOS operating systems,
  • Excellent problem-solving and analytical skills,
  • Ability to work independently and collaboratively in a fast-paced environment,
  • Must be able to communicate effectively in English, both written and verbal; German is a plus,
  • Proficiency in Google Workspace and Jira,
  • Experience with Unifi software and Ubiquiti Unifi,
  • Excellent communication and stakeholder management skills,
  • Strong organizational skills and the ability to manage multiple responsibilities,

Don’t match all the criteria? Go for it anyway

At Everphone, we are looking for passionate individuals with vibrant personalities. So if you're excited about this position, but don't match every single requirement—please apply anyway. You may well be just the right candidate for another position, if not this one, so go for it

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