Team Lead in IT Support Management

vor 1 Woche

Berlin BE Germany deeploi Vollzeit 60.000 € - 120.000 € pro Jahr
What you will do
  • You lead and develop a team of 10 IT Support Agents by building, coaching, and empowering a high-performing IT Support team through regular 1:1s, clear goals, and continuous feedback
  • You ensure smooth operations by overseeing daily support performance, prioritizing requests, and ensuring fast, professional responses across all channels
  • You drive efficiency and quality by defining workflows, responsibilities, and escalation paths (L1–L3), while optimizing processes and automation for speed and accuracy
  • You own performance metrics by setting and tracking clear KPIs, monitoring trends, and using insights to improve service quality and customer satisfaction
  • You collaborate cross-functionally by working closely with Product, Engineering, and IT Operations to enhance support tools, processes, and product integration
  • You plan and scale the team by forecasting capacity, managing hiring with Talent Acquisition, and ensuring coverage of all critical IT support domains
What we offer
  • Join the IT revolution — we're a fast-growing B2B SaaS startup backed by Atomico, Cherry among others
  • High-impact role with direct influence on product, process, and customer experience
  • Attractive compensation package including a VSOP plan
  • High ownership and autonomy from day one
  • Hybrid setup in Munich or Berlin, with benefits like Urban Sports Club, public transport ticket, and Swapfiets
  • A team culture that's ambitious, open, and fun — where people care deeply about what they build
Who you are
  • You have 5+ years of experience in IT Support, IT Administration, or similar, including 2+ years in a leadership role
  • You possess proven people management skills, leading with empathy, clarity, and accountability
  • You have a strong technical background across MDMs, MacOS, Windows, Google Workspace, and/or M365
  • You are confident in process design, SLA management, and KPI tracking
  • You excel in problem-solving, communication, and interpersonal skills
  • You have a hands-on mentality, leading by example and staying close to the team and the customer

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