Teamlead (f/m/d) - German IT Support

at subsidary IONOS SE in Karlsruhe
Full-time | Permanent | Professionals
Reference ID: I-975

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About us

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.   

Tasks

• Leadership and Development: You will lead a team of IT support specialists, foster their professional and personal development, and ensure high motivation.
• Service Excellence: You will ensure compliance with our Service Level Agreements (SLAs) and continuously optimize our support processes to guarantee a first-class user experience.
• Incident & Problem Management: You will monitor and manage incident and problem resolution for all support requests in Germany, ensuring quick and effective solutions.
• Knowledge Management: You will contribute to the development and maintenance of our knowledge base to enable efficient problem-solving and a high degree of self-service.
• Communication & Coordination: You will be the interface to other IT teams and departments, ensuring smooth collaboration and the exchange of relevant information.
• Process Optimization: You will identify potential for optimizing our support processes and implement best practices to increase efficiency and quality.
• Reporting: You will prepare regular reports on team performance and relevant key figures.

Qualifications

• Education & Experience: Completed education or degree in computer science or a comparable qualification. At least 3-5 years of professional experience in IT support, ideally 1-2 years in a leadership position.
• Technical Know-how: Profound knowledge in hardware (PCs, laptops, printers), operating systems (Windows, macOS), network technologies (TCP/IP, DNS, DHCP), and Microsoft 365 (Exchange Online, SharePoint Online, Teams).
• Leadership Skills: Proven leadership experience with the ability to motivate, coach, and develop a team.
• Service Orientation: Strong customer and service orientation with high quality standards.
• Problem Solving: Analytical skills and a structured approach to solving complex IT problems.
• Communication Skills: Excellent communication skills in German and English (written and spoken).
• Organizational Talent: High degree of initiative, responsibility, and organizational talent.
• ITIL Knowledge: Ideally, knowledge of ITIL processes.

Benefits

• Hybrid working model with home office option.
• Flexible working hours through trust-based working hours.
• At some locations a subsidized canteen and various free drinks.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.

apply online now