Team Lead

vor 4 Wochen

Erlangen, Deutschland WSAudiology Vollzeit

The ideal candidate will be deeply enthusiastic about delivering outstanding customer support, growing a great team, and providing continuous improvement initiatives focused on incident management and 3rd level Software support. 

What you will do

Coordinate and mentor a growing multi-site team of Software product service desk and incident analysts, providing guidance, coaching, and performance feedback. Establish and maintain service level agreements (SLAs) for incident response and resolution, ensuring adherence to agreed-upon standards. Oversee the day-to-day operations of the service desk, including ticket triaging, prioritization, and escalation as necessary. Facilitate thorough investigation and root cause analysis of incidents, collaborating with technical teams to identify underlying issues and implement preventive measures. Collaborate with cross-functional teams (including business owners, product engineering and operations, IT, customer service, quality) to develop relevant KPIs and implement process improvements, process automation strategies, and best practices to enhance service delivery and efficiency. Identify incident trends and root causes to proactively address recurring issues and deliver long-term solutions. Serve as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders. Coordinate development and maintenance of comprehensive documentation, knowledge articles, and training materials for the Software product service desk itself (3rd level support) and related customer service teams (1st/2nd level support). Promote a culture of customer-centricity, teamwork, and continuous learning within the team.

What you bring

Degree in Computer Science, Information Technology, or related field. Proven experience in a leadership role within a Software product service desk or IT support environment, with a focus on incident management. Comprehensive understanding of IT service management (ITSM), incident management processes, and service desk best practices. Experience in conducting in-depth investigation and root cause analysis of incidents related to software products. Effective communication skills in an international setup, with the ability to smoothly interact with customer service, stakeholders, and team members at all levels. Demonstrated experience in driving process improvements, automation initiatives, and performance optimization. Proficiency in using service desk tools and platforms (e.g., Jira, Salesforce) and familiarity with incident tracking and reporting systems. Great analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment. ITIL certification is a plus.

What we offer

  • Team Lead Project Management

    vor 4 Wochen

    Erlangen, Deutschland Siemens Energy Vollzeit

    Experienced Professional **A Snapshot of Your Day** A day in the life of a Project Management Team Lead may start with reviewing project progress and status reports, communicating with stakeholders and team members, and addressing any issues or concerns that have arisen. You may then spend time planning and strategizing for upcoming projects, working with...

  • Team Lead Quality Assurance: Nanotube Department

    vor 1 Monat

    Erlangen, Deutschland VEC Imaging GmbH & Co. KG Vollzeit

    We're hiring! Team Lead Quality Assurance: Nanotube Department About us: Our vision is to always be forward-looking. We do not follow - We revolutionize! After years of research, VEC Imaging was established in 2018 as a joint venture between CETTEEN GmbH and Varex Imaging Corporation, bringing 65 years of X-ray tube manufacturing experience to our joint...

  • Team Lead

    vor 4 Wochen

    Erlangen, Deutschland Siemens Healthineers Vollzeit

    Wollen Sie die Zukunft des Gesundheitswesens mitgestalten? Wir bei Siemens Healthineers setzen auf Menschen, die ihre Energie und Leidenschaft diesem Ziel widmen - das sagt schon unser Unternehmensname. Siemens Healthineers steht für Pioniergeist unserer Mitarbeitenden, gepaart mit unserer langen Tradition als weltweit führender Technologiekonzern in der...

  • Team Lead

    vor 4 Wochen

    Erlangen, Deutschland Bridgency HR Management GbR Vollzeit

    Sie blicken auf mehrjährige Berufserfahrung im Vertriebscontrolling zurück und haben ggf. schon erste Führungserfahrung gesammelt? Wenn Sie es gewohnt sind, den Sales zu challengen, ein Selbstverständnis als Business Partner (gn) und große Leidenschaft für Prozess- und Systemoptimierungen haben, dann ist diese Position die Richtige für Sie. Unser...

  • Team Lead

    vor 4 Wochen

    Erlangen, Deutschland Bridgency HR Management GbR Vollzeit

    Sie blicken auf mehrjährige Berufserfahrung im Vertriebscontrolling zurück und haben ggf. schon erste Führungserfahrung gesammelt? Wenn Sie es gewohnt sind, den Sales zu challengen, ein Selbstverständnis als Business Partner (gn) und große Leidenschaft für Prozess- und Systemoptimierungen haben, dann ist diese Position die Richtige für Sie. Unser...

  • Team Lead

    vor 4 Wochen

    Erlangen, Deutschland Bridgency HR Management GbR Vollzeit

    Sie blicken auf mehrjährige Berufserfahrung im Vertriebscontrolling zurück und haben ggf. schon erste Führungserfahrung gesammelt? Wenn Sie es gewohnt sind, den Sales zu challengen, ein Selbstverständnis als Business Partner (gn) und große Leidenschaft für Prozess- und Systemoptimierungen haben, dann ist diese Position die Richtige für Sie. Unser...

  • Team Lead

    vor 1 Monat

    Erlangen, Deutschland Siemens Energy Vollzeit

    Experienced Professional **Momentaufnahme von Ihrem Tag** Als Team Lead (w/m/d) bei Siemens Energy bringen Sie Menschen, Ideen und Möglichkeiten zusammen. Sie überwinden Hindernisse und Barrieren, haben alle Kosten und Termine im Griff und setzen Dinge in Bewegung. Für neue Möglichkeiten und Lösungswege haben Sie ein ausgeprägt gutes Gespür und...

  • Team Lead

    vor 1 Monat

    Erlangen, Deutschland Siemens Energy Vollzeit

    Experienced Professional **A Snapshot of Your Day** In this role, you will be the team lead for the topics Innovation Sales, Sales Academy and Value Selling for Grid Technologies portfolio within our Siemens Energy organization. Together with your team, you will be responsible for paving the way for sustainable growth by challenging regular & standard...

  • Team Lead

    vor 4 Wochen

    Erlangen, Deutschland Siemens Vollzeit

    **Build this New Chapter with us** As a trusted and valued IT partner of Siemens business units, we help master the challenges of digitalization by creating and operating innovative, Siemens-wide platform solutions. Our IT unit, Windows Platforms, is seeking a highly motivated manager and coach to lead our international Operations Team of 10...

  • Team Lead

    vor 4 Wochen

    Erlangen, Deutschland Siemens Vollzeit

    **Wissen für die Welt von morgen.** - Siemens Motion Control (DI MC) ist ein internationaler Marktführer im Bereich Motion Control und stellt eine Vielzahl von Produkten, Systeme, Lösungen und Dienstleistungen zur Verfügung. Mit seinen Werken, F&E- und Servicestandorten auf der ganzen Welt sind wir in der Nähe unserer Kunden und in den...

  • Hvdc Control Technology Team Lead

    vor 1 Tag

    Erlangen, Deutschland Siemens Energy Vollzeit

    **A Snapshot of Your Day** As a Team Leader in the field of control technology for HVDC transmission, you will be the driving force of development and implementation of cutting-edge control systems. In this position you will, on a day-to-day basis, manage a team and be responsible for both technical and managerial tasks in projects. **How You’ll Make an...

  • Team Lead Sustainability

    vor 1 Monat

    Erlangen, Deutschland Siemens Energy Vollzeit

    **A Snapshot of Your Day** In your new role, you will lead the Corporate Climate Action Team. As part of the dynamic Siemens Energy Sustainability Team, you will make an important contribution to the energy transition by synchronizing climate action and corporate strategy. In your role, you will experience varied workdays. For example, you could start...

  • Manager Human Resources

    vor 1 Monat

    Erlangen, Deutschland IFS Vollzeit

    Job Description At IFS we believe in the perfect blend of hard work and enjoyment, creating an environment where productivity meets camaraderie. We are currently seeking a dynamic and knowledgeable  Manager Human Resources - Team lead HR DACH (m/f/d) to join our Human Resources team in the DACH region. You will be part of the Europe North & Central team...

  • Regional Commercial Lead

    Vor 5 Tagen

    Erlangen, Deutschland Avery Dennison Smartrac Vollzeit

    Unternehmensbeschreibung Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity, and transparency, and better connect brands and...

  • Manager Human Resources

    vor 3 Wochen

    Erlangen, Deutschland IFS Vollzeit

    Job DescriptionJob DescriptionAt IFS we believe in the perfect blend of hard work and enjoyment, creating an environment where productivity meets camaraderie. We are currently seeking a dynamic and knowledgeable Manager Human Resources - Team lead HR DACH (m/f/d) to join our Human Resources team in the DACH region. You will be part of the Europe North &...

  • Manager Human Resources

    Vor 5 Tagen

    Erlangen, Deutschland IFS Vollzeit

    IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of...

  • Platform Lead Buyer

    vor 1 Monat

    Erlangen, Deutschland Valeo Vollzeit

    Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized...

  • HVDC C&P Integration and Test Lead

    Vor 5 Tagen

    Erlangen, Deutschland Siemens Energy Vollzeit

    HVDC C&P Integration and Test Lead (f/m/d) About the Role Location Germany Bayern Erlangen Company Siemens Energy Global GmbH & Co. KG Organization Grid Technologies Business Unit Grid Solutions Full / Part time Full-time Experience Level Experienced Professional A Snapshot of Your Day  As a HVDC C&P Integration and Test Lead (f/m/d) you...

  • People & Culture Lead EMEA (f/m/d)

    Vor 5 Tagen

    Erlangen, Deutschland Siemens Healthineers AG Vollzeit

    Do you want to help create the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.We offer you a flexible and dynamic environment with opportunities...

  • Thermal Power Plant Proposal Lead Engineer

    vor 1 Monat

    Erlangen, Deutschland Siemens Energy Vollzeit

    Thermal Power Plant Proposal Lead Engineer (f/m/d) – Process Engineering About the Role Location Germany Bayern Erlangen Company Siemens Energy Global GmbH & Co. KG Organization EVP Global Functions Business Unit Project Entity Full / Part time Full-time Experience Level Mid-level Professional A Snapshot of Your Day  As a lead proposal...