Teamlead IT Support

Deine Rolle im Team

• As the Team Lead IT Support, you will be at the forefront of our IT services, leading a skilled team responsible for delivering 1st and 2nd level technical support for Windows, macOS, and Linux devices. You will also oversee software support and procurement processes for IT assets, ensuring efficient and timely assistance to our diverse user base.
• Manage our service desk and the IT support for end users and work with other IT teams to resolve incidents and fulfill service requests
• Lead the IT Support team (currently 8 members), providing guidance, mentoring, and fostering a positive work environment
• Install, configure, troubleshoot, and resolve incidents related to computer hardware, software, VoIP equipment, and conference room equipment
• Run our ticketing system (currently OTRS) based on ITIL processes, including a CMDB for IT asset management
• Coordinate and manage hardware & software procurement, license tracking, and compliance with relevant policies and regulations
• Develop and maintain IT support documentation, knowledge base articles, and standard operating procedures

Technologien und Skills

• OTRS
• Windows
• Mac OS
• Linux

Unsere Erwartungen an dich:

Qualifikationen

• In-depth knowledge of IT service management, ITIL processes (certification preferred), and ticketing systems
• Familiarity with hardware & software procurement procedures and license management
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders

Erfahrung

• Proven experience (minimum 5 years) in providing technical support for Windows, macOS, and Linux devices in an ITIL-driven environment
• First experiences with leadership/supervisory responsibilities, allocating resources and managing service levels

Ausbildung

• Degree in Computer Science, Information Technology, or related field (or equivalent work experience)

Benefits

• Home Office