Team Lead SSP (Service Supporting Processes) German & English speaker

Operational Process Ownership

• Lead and continuously optimize day-to-day support processes (Incident, Request Fulfilment, and Knowledge Management).

• Faster ticket resolution times and a significant workload reduction for downstream technical teams.

Team Leadership & Coaching

• Manage, mentor, and develop the support process team (e.g., dispatchers, process specialists) while fostering a customer-first service culture.

• A highly empathetic and efficient support team that delivers best-in-class user experiences.

• Ensure clear communication and alignment of global strategies across other departments and the wider organization.

Shift-Left & Self-Service

• Establish and maintain a comprehensive Knowledge Base and drive the adoption of self-service portals for end users.

• Proactive ticket deflection, enabling users to solve common issues independently.

Tool Optimization & KPIs

• Collaborate with the IT Platform team to continuously improve the ITSM platform (e.g., Jira Service Management) and track key service metrics (CSAT, SLA).

• High transparency of support performance and continuously improving user satisfaction.

• Support Team Leads and Heads of Department by providing insights on budgets, SLAs, and KPIs.

• Several years of experience in IT Support, Service Desk, or Ticket Process Management, along with initial team leadership experience. (Essencial)

• Solid understanding of ITIL support processes (specifically Incident, Request, and Knowledge) and agile working methods. (High)

• Proficient experience with modern ticket and collaboration tools (e.g., Jira Service Management, Confluence, or ServiceNow). (Important)

• Structured and analytical approach combined with high empathy for end-user needs. (Critical)

• Professional proficiency in English & German is required