IT Team Lead (m/w/d) Help Desk - Western Europe

About the role

The Team Lead Helpdesk (mainly for Germany and France) acts as the strategic interface between IT and business units, ensuring IT services are aligned with business needs while overseeing operational excellence within Western Europe. This role combines stakeholder engagement with hands-on operational responsibilities, including location specific desktop support, asset management, and coordination of IT services for office buildings and changes. The position has a line reporting responsibility to the EMEA IT Manager.

• Bachelor’s degree in Information Technology, Business Administration, or a related field


• Experience in IT operations, business relationship management, and location-level IT service delivery (2+ years)


• Strong knowledge of IT service management frameworks, including ITIL and infrastructure support models


• Proven capability in stakeholder engagement, demand management, and translation of business requirements into IT solutions


• Experience in IT budget management, cost control, and vendor coordination


• Certifications such as ITIL, BRMP, PMP/PRINCE2, ISO/IEC 20000, or comparable credentials (preferred)


• Strong competencies in strategic thinking, relationship building, problem solving, and cross-functional communication


• Fluency in German and English for daily collaboration in both teams the 


• Willingness to travel to the french site as required (approx. once every quarter)

• Business relationship management with Western Europe stakeholders, including translation of business needs into IT service requirements and demand planning


• Responsibility for local IT operations, including L3 end-user support, conference room and printer services, office build/move/change activities, and hands-on infrastructure support


• Management of IT assets and end-user computing devices, including inventory control, lifecycle management, procurement, and deployment


• Oversight of local IT budgets, cost optimisation activities, and coordination of vendors and service providers with SLA monitoring


• Governance, compliance, and risk management, including adherence to global standards, audit support, documentation, and reporting


• Leadership of local IT support teams, including mentoring, coordination with regional and global IT functions, and promotion of service excellence


• Cross-functional collaboration with infrastructure, enterprise architecture, application management, cybersecurity, and project management teams

Time to Recharge: 30 days of vacation, flexible working hours, 

Smooth Start & Growth: Structured onboarding and personalized development opportunities

Health & Fitness: Company fitness programs (Hansefit + EGYM Wellpass), corporate health management

Security & Support: Company pension plan, capital-forming benefits

Exclusive Perks: Job bike leasing, access to employee discount platforms