IT Team Lead Service and Support

TL;DR

IT Team Lead Service and Support: Leading and continuously improving the European IT Service & Support organization across multiple entities with an accent on efficient handling of IT requests, incident resolution, and service request escalation. Focus on building and developing a customer-focused team, driving continuous improvement of IT service management processes, and collaborating with global teams for a harmonized service model.

Location: Hybrid in Gersthofen, Germany

Company

hirify.global is a leading company in the food industry, specializing in the production of high-quality food products globally.

What you will do

• Lead and continuously improve the European IT Service & Support organization across all entities.
• Act as the Single Point of Contact for all end-user IT requests across Europe.
• Ensure efficient handling, resolution, and escalation of incidents and service requests related to workplace IT, telephony, mobile devices, and office equipment.
• Build, lead, and develop a customer-focused and collaborative Service & Support team.
• Define, monitor, and report on service KPIs in line with global standards and SLAs.
• Drive continuous improvement of IT service management processes, tools, CMDB, and asset management.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a comparable qualification required.
• Several years of experience in IT Service & Support or IT Infrastructure, including experience in a Team Lead or Service Lead role.
• Strong understanding of IT service and support operations, processes, and tools, including ITSM frameworks (e.g., ITIL) and common helpdesk/ticketing systems.
• Hands-on technical knowledge of Windows desktop and laptop environments and Microsoft 365.
• Basic network troubleshooting skills, including LAN, Wi-Fi, and VPN, and knowledge of telephony/mobile device management.
• Fluency in English skills required.

Nice to have

• Additional languages are a plus.

Culture & Benefits

• Attractive salary package, including vacation and special annual pay.
• Company pension scheme and 30 vacation days per calendar year plus special vacation days.
• Flexible working time in a hybrid working model.
• Work in a modern and future-oriented working environment with experienced management and international colleagues.
• Good public transport connections and free parking on site.
• Benefits like Job Bike, shower facilities, changing rooms, lockers, and possibility for screening by company doctor.